Salary:  £25,000 - £32,000 per annum

Location:  High Wycombe, Hybrid Remote
 

An award winning IT company require a 2nd Line Service Desk Engineer to join the team.  The day to day role will involve resolving issues and support for management and employees of our group of companies from a ticket-based system. The role will also require the successful applicant aiding and supporting the external customer base.

 

Key Responsibilities:

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• Remote IT Telephone Support for customers

• Remote assistance to end users covering hardware, operating system, file and print, personal productivity suites, email, Internet, Intranet access.

• Provide remote support using any industry accepted remote support software.

• Interface and collaborate with other 3rd party vendors to ensure seamless integration and support services.

• Adherence to a call logging process

• Password resets/mail routing/new accounts etc.

• Logging customer queries and meeting SLA’s

• Updating existing tickets with SLA time

• Remote IT Maintenance for customers

• Ensuring that the operating system and personal productivity applications are up to date with the latest service packs, patches and drivers.

• Ensuring that the operating system and personal productivity applications are configured for optimal performance using industry best practice.

• Scheduled Server maintenance

• Onsite IT Support for customer

• Installation, configuration, move and/or upgrades to all designated EUC devices, both software and hardware, including peripherals and their associated drivers.

• Onsite Project installation work

• Escalate when needed to in accordance with SLA

Key experience required:

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• Minimum of 3 years in a Desktop Support environment

• Proficient with Windows Desktop Operating Systems essential (Windows 10 / 11) / MAC

• Good working knowledge of Windows Server Operating Systems

• Proficient with Microsoft Office Applications essential (2016 / 365)

• Experience with on-prem & hosted email services like Office 365 & G-suite

• Advanced Networking knowledge (DHCP, DNS, Routing, vLANs)

• Experience with various Internet Connectivity Mediums essential, xDSL, Fibre

• Experience with Enterprise Antivirus packages

• Experience Backup management

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