2nd Line Engineer/IT Systems Support - London

2nd Line Engineer/IT Systems Support

Are you looking for a new challenge where you can expand your knowledge and be part of a close-knit team? Do you want to be part of an exciting, growing business where you'll be appreciated and recognised? If so, and you have the skills we're looking for, then we'd love to hear from you!

Penntech is a leading provider of IT managed services in London. We offer a wide range of IT services from strategic project management to remote support.

We're a close-knit team who loves to have fun. Our team is continually developed across all aspects of IT to ensure we provide the very best solutions. Our team members are fully qualified and experienced IT Engineers and personal development is supported throughout their journey with us.

We aim to travel the extra mile for our clients and exceed their expectations. The success of our business to date has been built through referrals from our satisfied clients.

If you share our values and want to be part of our team, get your application in so we can talk.

The successful applicant will be responsible for providing technical assistance to various end-users, including answering questions, consulting or resolving systems issues via telephone, remote connectivity, or in person.

The role will act as clients' first point of contact, providing immediate advice and resolution via troubleshooting and configuration updates. From logging a ticket, you will be the ticket lead, responsible for providing a solution, liaising with other engineers as required, and following up with the client to ensure that they're happy with the service. The role will deliver a high level of hardware and software support by efficiently providing technical assistance related to installations, upgrades, applications, email and operating systems.

Duties and responsibilities:

Assist end-users by providing Tier 1 and Tier 2 technical support to raise queries professionally while maintaining a high level of customer service and working with Tier 3 engineers effectively. This may be remote troubleshooting or involve site visitsTake ownership of all technical queries, ensuring that they are resolved within accordance with each client's SLAManage ticket queue, ensuring that all open tickets are up to date with relevant troubleshooting steps and current ticket statusMaintain a thorough record of client information through our documented change processesCreate and maintain an IT knowledge base for use by other field engineers as well as clientsEvaluate the client's efficiency of different IT systems and recommend improvementsManage client systems including Microsoft Exchange, Active Directory, local and cloud file storage, disaster recovery, VoIP etc. proactively to ensureProvide clients with recommendations for hardware solutions such as laptops, wireless access points, storage devices etc.Liaise with third-party hardware and software providers to effectively troubleshoot client issues promptlyInstall and perform repairs to hardware, software or peripheral equipment, following design or installation specificationsMaintain systems, install new units and make modifications to networking hardware as requiredIdentify and research future infrastructure systems and technology innovations and apply this knowledge to client infrastructure improvementsProvide clients with advice and support on system improvements and benefitsAssist with project work as requested. This may include design, implementation or a combination of bothEssential Skills

Strong working knowledge of Windows 10, Windows 7 and Mac OS XNetwork experience; LAN, WAN, Wi-Fi, including troubleshooting and configurationStrong working knowledge of Windows Server 2008, 2012 and 2016; Active Directory, DFS, FAP, Hyper-V, ADFS, DHCP, DNSUnderstanding of PC hardware and software setup and configuration, including TCP/IP networking skillsCloud Technologies; Office 365, gSuite, AWS, AzureExperience in troubleshooting client-side applications; OfficeAdvanced problem-solving skill***cellent communication skills, both verbally and written, ability to communicate with clients at all levels in a professional mannerDesirable Skills

Having previously worked in a Managed Services environment (MSP) will be an advantage.

About Company

Are you looking for a new challenge where you can expand your knowledge and be part of a close-knit team? Do you want to be part of an exciting, growing business where you'll be appreciated and recognised? If so, and you have the skills we're looking for then we'd love to hear from you!

Penntech is a leading provider of IT managed services in London. We offer a wide range of IT services from strategic project management to remote support.

We're a close-knit team who loves to have fun. Our team is continually developed across all aspects of IT to ensure we provide the very best solutions. Our team members are fully qualified and experienced IT Engineers and personal development is supported throughout their journey with us.

We aim to travel the extra mile for our clients and exceed their expectations. The success of our business to date has been built through referrals from our satisfied clients.

If you share our values and want to be part of our team then get your application in so we can talk.

Posted on : 3 months ago, #1383, 54 views

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