1st/2nd Line IT Support Engineer - York - IT Services - Vendor Training and Accreditations REF 1059

1st/2nd Line IT Support Engineer – York – IT Services – Vendor Training and Accreditations REF 1059

Ideally any Microsoft Accredited qualification.

A progressive IT Managed Service Provider based in the historic town of York is looking to recruit a 1st / 2nd Line Support Engineer to fit in their unique culture. With 20 years history creating an exceptional client base of both business and private clients for whom they provide a first-class level of service.

We are a close-knit team working for each other for the benefit of the customer delivering to SME, consumer and specialist markets. They are transparent with everything they do and have an honest approach to delivering the right fixes first time.

They are proactively involved with client specific project work as well as supporting clients’ day to day. Their client base covers a diverse range of markets and therefore have a suite of Companies / Brands offering support and infrastructure as a service to end users all over the UK.

Skills / Experience Requirements:

• A minimum of 2 years’ Technical Support experience ideally in a managed service operating structure.
• You must be confident with a vast variety of Tech and associated software packages.
• Strong knowledge of Windows systems including Windows Server.
• Knowledge of Apple IOS and Apple devices.
• Have operated within a customer service role previously.
• Management and maintenance of Server and Business Network infrastructures.
• A thorough understanding of DHCP, DNS and IP based networks.
• Repairing and configuring a variety of PC and Mac hardware.
• Have an active mind for technology, which is more than an interest in computers and hardware. You need to understand the industry, trends and latest products, methods, benefits etc.
• Any formal training in the repair and maintenance of IT equipment. Any formal training in Apple products and Apple IOS would be an advantage.

Why US:

Partners: We’re actively involved with all our major Partners. As part of that, this enables our engineers to be fully trained through their partner portals. Our current partners are Microsoft, Dell, Zyxel, Sonicwall, Ruckus, Datto and Trend Micro.

Training: We actively encourage training. This will be a mix of in-house, partner and formal training that benefits both the employee and the business. For example, we have one engineer who has just started his NVQ L4 Cyber Security qualifications.

Environment: The role is very diverse, meaning that the prospective employee has the opportunity to learn and specialise in an area of their choosing as well as have a great all-round knowledge of all issues.

Each day is never the same: We’re a small team and so fit with the business is paramount to us. To that end, we’ve developed our PACT values which we utilise for all employee engagement.

Growth: We’ve risen to the challenge this year; we’ve been able to onboard around a dozen new customers in the last 12 months and continue to grow and develop our customer base. We’ve strong ambitions to grow in the next 2 years and are focused on that growth programme. We see growth as key to employee opportunity.

Responsibilities

This new role will provide home and business customers with first and second line technical support. You will provide a proactive service ensuring that customers’ IT systems are working to a high standard.

As we grow, we are looking to complement our existing Team with additional skills and ideas that will help our clients evolve their businesses through the smart use of IT.

This role will enable the right candidate to have a high impact on the day to day running of a customer’s IT system. You will be encouraged to learn and develop as quickly as possible with support from your colleagues.

Your responsibilities

• Quickly resolving issues by telephone, email or video to our customer base. Issues can range from simplistic quick fixes through to detailed in-depth interactions.
• Providing customer service to ensure a positive customer experience.
• Visiting customer sites for problems that cannot be fixed remotely (transport provided).
• Troubleshoot and fix desktop/laptop hardware and software issues.
• Providing assistance and support to colleagues in IT related matters.
• Undertaking small to medium sized IT projects as required.
• Associated job-related and administrative duties.