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IT Service Desk Engineer - 3rd Line

Job information
Salary £22,000 - £26,000
Organisation D&D Network Services Ltd
Closing date 12 pm on 30 October 2017
For more information contact

Applications to: kburgoyne@dandd.org.uk

Details

The role has responsibility for 3rd Line IT Service Desk support to customers, assisting them with incidents, problems, service requests and changes via phone, email and remote support.

Key Responsibilities:

  • Answer and accurately log all customer support calls via the CRM system
  • To provide high level IT support to customers, ensuring that issues are resolved quickly and efficiently minimising any impact
  • Assisting 2nd and 1st Line engineers progress IT cases
  • Ensure customers are kept up to date with the progress of logged support calls
  • Diagnose and resolve system or user problems both remotely and over the phone
  • Responsible for tracking and progress-chasing of incidents to conclusion and in line with SLAs and quality standards and to the expectations of the customer
  • Liaise with colleagues to provide quick and effective resolutions to customer incidents and requests
  • Work with third parties to effectively resolve customer calls
  • Escalation and management of faults with third parties
  • Undertake testing of IT hardware and software prior to installation/rollout, also required undertake surveys and audits as and when necessary.
  • Fix hardware faults and install upgrades to clients’ hardware
  • Setting up and configuring of new laptops, desktops, Macs and other client devices including tablets and smart phones.
  • Organise and prioritise own workload so as to minimise disruption due to interruptions
  • Plan and manage routine repairs and upgrades and respond to unexpected faults/failures
  • Ensure all major issues are escalated
  • Attend on customer sites to complete scheduled engineer visits

Technical Skill Requirements:

  • Deployment, configuration and administration of Microsoft Client Operating Systems
  • Configuration, management and administration of MS Server Operating Systems
  • Microsoft Office Suites deployment, install, configuration and administration
  • Exchange Server Management and Administration tasks
  • Microsoft Office 365 configuration, administration and on-going management for customers
  • Active Directory Configuration and Administration including group policy setup and management
  • User setup and management including mailbox administration, security permissions and other user attributes configuration and management
  • Hyper-V and VMWare
  • Symantec Backup Exec, Veeam, Backup Assist & any other backup solutions (Inc. robotic libraries and online pooled storage etc.)
  • Knowledge of TCP/IP, DHCP and DNS
  • LAN & WAN communications including router & firewall administration
  • Understanding of WSUS
  • Understanding of Microsoft Azure

Working Hours 08:30-17:30 Monday to Friday based in the D&D Worcester Office some travel to customer sites may also be required.

Job Type: Full-time. Permanent

Location: Worcester

Hoople Ltd is working on behalf of our Client as a Recruitment Agency.