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Second Line Support & Field Engineer

Posted: 6th March 2019
Salary: £24000 - £30000 per annum
Location: Swindon,Wiltshire
Reference: PD060319

To provide a full range of technical advice, support and practical assistance to our clients.

Principal duties and responsibilities

  1. Ensure all Hepldesk queries are answered and dealt with appropriately within the agreed service level to the client.
  2. Deal with general client enquiries and to provide second line field and helpdesk support including:

– Set up new user accounts.

– Password Resets.

– Application issues; Microsoft Desktop.

– Work station operating systems; Microsoft Windows, 7,8,10

– Work station hardware

– Network issues; connectivity.

– Server Administration. First Line work station orientated. Second Line-basic server and routers / networking.

  1. Log calls and create tickets on the ConnectWise system keeping up-to-date client records;
  2. Maintain a high degree of customer service for all support queries and adhere to all Company procedures;

Principal duties and responsibilities.

  1. Interact with customers, staff and external third parties, quickly gaining the respect of others, both colleagues and customers at all levels;
  2. Take ownership of user problems and be proactive when dealing with issues, keeping clients updated and providing feedback on progress of logged issues;
  3. Provide on-site support as and when required;
  4. Escalate more complex calls to an appropriate manager/Director for resolution;
  5. Perfom testing and to support all aspects of testing and acceptance for given projects.
  6. Evaluate user needs and system functionality, ensuring that IT facilities meet these needs;
  7. Assist with updates and renewals for software maintenance;
  8. Support clients in the use of computer equipment by providing training when necessary;
  9. Teamwork with other personnel to develop and implement technical processes as required.
  10. Find innovative ways of improving IT services and identify technical advances to support customer’s benefits and opportunities for new business;
  11. Keep up to date with changes in IT legislation relevant to role;
  12. Install equipment or software;
  13. Ensure the smooth running and maximum availability of all IT systems, including email provision, print services and telephones (mobile and fixed);
  14. Ensure the security of systems and data from internal and external attack.
  15. Install and oversee the installation of equipment or software.
  16. Manage crisis situations, which may involve complex technical hardware or software problems;
  17. Attend necessary training courses in order to build competence in providing technical assistance and support to customers;
  18. Arrange for external technical support where problems cannot be resolved;
  19. Carry out any other duties that are within the employees skills and abilities whenever reasonably instructed.