Creative Networks are looking for a Second Line IT Support Engineer to provide effective onsite technical support to contract customers, for desktop/laptop/printer/application issues and installations as well as basic network/server troubleshooting and administration.
A key aspect of the role is to communicate effectively with the customer and manage technical queries in line with our standards and SLA’s.
This role will be predominantly based at our office in Bamber Bridge and you will be required to travel to client sites. Working hours will be an 8 hour shift Monday – Friday, between 8am and 6pm.
Main Duties and Responsibilities
Provide 1st and 2nd line onsite and remote technical support services to customers
Resolve issues in a competent manner, whilst communicating professionally with the customer and members of the Service Desk, Infrastructure and Professional Services teams
To prioritise, progress and resolve technical queries and service requests assigned to the individual in accordance with standard and customer specific service level agreements
To be responsible for completing specific technical projects as designated by the Service Management Team e.g. projects, deployments, installs, moves, adds and changes
Make effective use of all personal and team time during any periods of inactivity
Maintain personal qualifications and skill sets and ensure training is completed in line with business and personal needs
Understanding of Networks, including topography
An understanding of how to carry out patching in a server room/office
A good understanding of Microsoft products, Office 365, Active Directory, Hypervisors both Citrix and VMware preferable.
Experience with various brands of routers and networking equipment.
Experience of working with, and troubleshooting, wired and wireless networks with a good understanding of TCP/IP.
Good general level of education. A-levels or equivalent, with GCSE grades A-C or equivalent in English Language and Mathematics
Customer Service Qualification
Any relevant Microsoft Certifications
Key Skills Required
Good awareness of the role of support services in front line delivery
Behaves in a professional manner at all times
Exhibits commercial awareness
Excellent face to face communication skills
Good telephone communication skills
Good written communication skills
Operates well unsupervised
Ability to supervise other less experienced team members
Assesses risks effectively and the implications of his/her actions/advice to Creative Networks and customer
Prioritises tasks to achieve SLA’s
Takes ownership willingly
Able to remain calm under pressure
Manages customer’s expectations effectively
Can explain highly complex technical issues in “lay-man’s” terms
Proficient fault finder and problem solver
Flexible and adaptable to changing environments
Some on-site maintenance is required so a full driving licence would be required.
Aptitudes and Attributes
Is proactively innovative
Is logical in approach
Takes a long-term view
Is helpful, fair and demonstrates a “give and take” attitude.
Good time keeper
Demonstrates mutual respect for own and other team members