Senior IT Support Engineer

Full Time
Job Sector:
IT / Technology
Bristol North / South Gloucestershire
Salary description:
Start Date:
Job Ref:

Job Purpose

To provide high level remote and onsite IT support to GBE Converge Customers. To complete service desk tickets, small works and installation projects scheduled by Service Desk Coordinator or Technology Service Delivery Manager.

The aim is to provide excellent customer service at all times and resolve all customer incidents raised. Therefore, accurate and detailed analysis is required, as well as solid IT technical skills.

Duties and Responsibilities

* Provide 2nd - 3rd line support for incoming incidents and service requests, utilising the help desk ticketing system

* Contribute to procedure and policies within the IT department and maintain current procedures and policies

* Take ownership of support requests, ensuring they are resolved and ensure customers are communicated to at all times

* Escalation point for incident resolution

* Provide mentoring for the 1st & other 2nd line support Engineers

* Correctly log and update tickets with the required information relating to support requests

* Manage and maintain the end point monitoring platform on a daily basis

* Logging support tickets for all issues flagged, including 24/7 and daily checks

* Raise hardware failures and critical outages as P1 priority

* Ensure correct ticket information is maintained at all times

* Manage own ticket queue and work schedule in an efficient manner

* Assist on Project work as and when required

* Ensure all paper work relating to finished work is accurately completed and submitted in a timely manner

* Any other duties specified by your line manager


* Will have over 2 years' experience working in an IT support environment covering a number of different technical areas

* English Language (written and verbal) to a GCSE level or equivalent.

* Should be able to demonstrate good communication skills, written, over the phone and face to face

* Have at least 1 formal IT qualification at entry level or above. For example, GCSE ICT, CompTIA, Microsoft certification, BTEC or similar.

* Will have excellent customer service skills and have previous experience in providing customer service

* Will have experience in troubleshooting Microsoft environments

* Will have a willingness to learn new skills in a face paced environment

* Provide excellent documentation skills

* Excellent working knowledge of windows server 2003/2008/2012/2016

* Excellent working knowledge of windows 7/8/10

* Excellent working knowledge of Office 2003/2010/2013/2016/365

* Exchange server 2003/2007/2010/2013/2016/365 implementation experience

* Good working knowledge of major networking components, networking operating systems and basic configuration and maintenance

* Backup configuration and maintenance experience

* Hands on knowledge of the procedures used in the installation modification maintenance and repair of IT hardware and software

* Daily system checks, servers, backups and firewalls

Working Conditions

The typical working environment will be an office location at GBE Converge. The role requires that you will be available to work evenings, weekends and bank holidays on request. Engineers are expected to be available for an on-call rota to support customers with out of hours' support contracts as defined by the Technology Service Delivery Manager.

Physical requirements

The job requires that the engineer is able to lift and move typical IT equipment (PC's and Laptops) from floor to desk regularly. Long periods of working in front of a VDU with regular breaks is common. Occasionally you may be required to travel long journeys to complete customer support or training

Company Description

Closing Date:

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