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Senior IT Support Engineer Salary: Up to £35,000


Ref: VR/07475

Location: London, UK

Type: Permanent


A global, field leading organisation

An excellent opportunity has arisen within a field leading organisation based in Upminster, looking to recruit a Senior IT Support Engineer.

 

Purpose:

  • Provide BAU IT support to all areas of the business, assist with managing and supporting the server estate and network (WAN/LAN and remote access) and IP telephony platforms, including end user issues
  • Assist with ticket management and technical escalations, meeting SLA’s and delivery of
    excellent service standards
  • Technical delivery of IT projects.
  • Provide out of hours support (on a Rota basis)

 

The IT support staff work in a dynamic, fast-paced environment providing core IT services to the business, delivering technical projects and providing end user support through a variety of channels.

 

The focus of the Senior IT Support Engineer role is in helping to manage and improve the IT infrastructure, in the implementation of technical and process improvements as well as delivery of IT projects. The role also involves close integration with the rest of the IT team providing escalation support and helping with delivery of great customer services and an excellent end user experience.

 

Accountabilities:

  • Monitor and respond to incoming IT support requests from users via the support request ticketing system or from technical escalations within the IT team
  • Take ownership of issues by carrying out problem analysis and implementing temporary or permanent fixes with the aim of restoring normal service as soon as possible, escalating incidents to technical support teams of service providers and suppliers and following up where necessary and communicating incident progress updates to the business and/or affected user(s) till final resolution
  • Diagnose hardware faults and identify, fit and test appropriate replacement equipment
  • Plan, perform and test upgrades of system software, user software and device firmware
  • Configure, administer and troubleshoot problems with mobile phones, tablets, and other mobile devices
  • Troubleshoot and resolve printing problems
  • Maintain a first- class level of customer service ensuring that all customers are treated efficiently and courteously
  • Provide support for the Avaya/Mitel VOIP phone systems
  • Actively support remote offices, sites and depots with routine and reactive visits
  • Accurately record, update and document requests using the IT service desk system
  • Actively develop and maintain documentation of all IT systems and process
  • Operate, test and maintain scheduled server backup processes, including performing data recovery
  • Act as a highly motivated team player with the skills and ability to manage changing priorities
  • Exhibit a flexible approach to working and provide necessary cover where needed
  • Attend training as agreed for appropriate development and to keep up to date with internal systems and processes
  • Support the Senior Management Team in the identification of areas for improvement

 

Knowledge and Skills:

Experience

  • Experience working at 3rd Line Level within an IT support position
  • Experience in Network Support (Hardware and Logical)
  • Server Support (Installation, Troubleshooting, repair, rebuild)
  • End user/customer support experience.
  • Experience of working with Voice Over IP phone systems
  • Experience of field working - i.e. overnight stays;

 

Knowledge

  • Understanding of the following systems and services from real-world deployments:
  • MS Windows Server 2008/2008 R2/2012 R2/2016
  • MS Exchange 2007 through to 2016/o365
  • Knowledge of IP networks/devices (WAN & LAN)
  • Virtualisation Technologies (Hyper-V, VMWare)
  • Cloud Technologies (MS Azure, AWS)
  • Mobile OS platforms (Android/Windows)
  • Experience of using industry standard Helpdesk ticketing system

 

Skills Competence:

  • Ability to communicate highly complex and innovative ideas in business-friendly and user-friendly language both verbally and in writing
  • Ability effectively to research, compare, test and critically evaluate new and existing technologies for business use
  • Keen attention to detail and deadline driven
  • Team Player but capable of working on own initiative.
  • Adept at prioritising multiple tasks and accountabilities, often to tight deadlines
  • Excellent analytical and problem-solving skills
  • Good customer service skills

 

This really is an excellent chance to join a field leading organisation that can offer a stable working environment with opportunities for career development. For more information and a full job description, please contact Ben Turner at RBW Consulting.

 

Salary: Up to £35,000 Per annum

Ben Turner

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