Senior IT Support Engineer

Job Title: Senior IT Support Engineer / 2nd Line IT Support Engineer Location: Chorley Salary: £30,000 - £40,000 We have an exciting opportunity for a 2nd Line IT Support Engineer to join a growing, friendly and dynamic support team providing remote support to Businesses across the UK.

The Role of 2nd Line IT Support Engineer The 2nd Line IT Support Engineer helps customers solve more technical issues usually by remote diagnosis on the phone or via Internet online support in a timely manner. Onsite for maintenance and professional services work Providing 2nd line technical support across our customer base via phone or email.

Record and update all incidents and problems thoroughly through the company's ITSM system Take ownership of all support tickets whilst adhering to first response and fix SLAs as part of the support procedure Communicate effectively to ensure swift resolution at both technical and end user level Maintain elevated levels of customer service for all support queries.

Maintain accurate resolution documentation in our knowledge base repositories Train and mentoring our 1st line team to ensure a build-up of their knowledge Liaise with 3rd party solution providers and develop excellent working relationships Proactively involved in the planning and delivery of projects, remaining adaptable to the needs of the project.

Attend customer sites and committing repairs/new installations of equipment such as Firewalls, Servers, Workstations. Person Specification for the Senior IT Support Engineer The successful candidate will be comfortable working as part of a team and on their own using their own initiative Three year's equivalent work experience within an IT Support / Managed Service Provider environment.

Be able to remain calm under pressure Excellent problem-solving skills working in a logical methodical style with the ability to identify root cause and implement controlled changes Have strong interpersonal skills enabling good verbal and written communication Strong organisational skills are necessary with the ability to manage and prioritise multiple tasks simultaneously Be flexible in their approach to travel and projects undertaken Be driven to learn new tech and self-improve A strong understanding of ITIL best practice and frameworks Technical Skills - Essential Microsoft Windows Strong working knowledge of Windows Server Environments DNS and DHCP Deep working knowledge of Active Directory etc. Continuous improvement work <...

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