Technical Support Engineer

  • Job Reference: 1234816109-2
  • Date Posted: 9 February 2024
  • Recruiter: iRecruit Partners Ltd
  • Location: Reading, Berkshire
  • Remote Working: Some remote working possible
  • Salary: £24,000 to £26,000
  • Sector: I.T. & Communications
  • Job Type: Permanent

Job Description

To provide 1st/2nd line support across a wide range of technologies, ideally resolving issues at first line stage but, if not possible, escalating to the appropriate technical resolver group. Flexible to work from home on a Friday.

Key Tasks:

  • Use technical knowledge to resolve customer issues.
  • Ensuring tickets are correctly logged and categorised on the Service Desk system.
  • Taking responsibility for tickets through the whole incident management process.
  • Ensuring customers are kept updated on ticket progress.
  • Ensuring contractual SLAs are met.
  • Escalating cases when potential SLA breaches may occur.
  • Escalating cases where appropriate both internally and with customers.
  • Supporting the Field Services team when required.
  • Help develop and produce statistical data on incident management performance.
  • After a training period, there may be a requirement to join an out of hours rota.

Technical Skills:

  • Experience of working in a 1st/2nd line support environment
  • Experience of providing support via telephone and e-mail.
  • Awareness of network environments (routing/switching/VLANS/Security/Wireless/Telephony).
  • Knowledge of basic support for Windows Operating Systems
  • Knowledge of Azure and EXchange
  • Knowledge of basic support for Microsoft Office toolsets.
  • Active Directory Administration - Password resets, unlocking, etc.
  • Basic all-round troubleshooting skills.
  • Ability to work both on your own and as part of a team.
  • Documenting processes.
  • Comfortable with working flexible hours.

Interpersonal Skills

  • Must be self-motivated.
  • Must be able to work un-supervised, on own initiative.
  • Can meet deadlines and maintain high standards even when under pressure.