I am Digital + Tech

£25000 - £28000 per annum
North West

10 Oct 2018

1st/2nd Line IT Support Engineer

1st / 2nd Line Support Engineer


Your main roles and responsibilities will include:

*Professionally supporting managed service clients with user bases between 1 and 100
*1st line and 2nd line customer support by resolution of incidents and routine change requests to agreed standards and Service Levels by means of our service desk application
*Organisation and implementation of customer desktop, server and network systems
*Troubleshooting and reacting appropriately to client requests and systems alerts
*Proactive planning, maintenance and support for clients IT systems and IT strategy
*Actively seeking opportunities to improve clients IT systems and IT operations
*Conducting client site visits for support and system development projects
*Maintaining strong client relationships and delivering excellent customer service to end users
*Completing assigned tasks on time and managing own workload
*Communicating progress and issues both internally and to clients
*Administrating duties including client maintenance and support
*Performing all activities that are required to fulfil the client’s needs and requests


*A full UK driving license
*Experience of delivering support and technical expertise to end users face to face, over the telephone and via remote support software.
*Strong system, software and hardware diagnostics, fault finding and problem solving ability.
*Technical support experience / knowledge of Windows Server 2012 and 2016, networking and systems troubleshooting and resolution.
*Experience of Office365 and SharePoint
*Server Virtualisation using Hyper-V or VMware is an advantage.
*Experience of server implementations, device imaging and deployment
*Security focused whilst being aware of vulnerabilities and threats apparent.
*Excellent communication skills via face to face, telephone and email.
*Ability to work to within tight time scales and deadlines within a team and on your own initiative.
*Have the ability to converse with non-technical people without technical jargon and able to build and maintain good relationships with clients, colleagues and suppliers.
*Our ideal candidate will also be capable of managing and prioritising their own workload and will possess strong organisational skills.
*Experience of a fast paced support environment, ideally with a Managed Service Provider
*Approximately 2 years + experience in a similar role.


You will be a reliable, responsible and trustworthy person who enjoys dealing with people and not just technology. As well as being both self-motivated and self-disciplined you will be able to:

*Remain calm under pressure and be a tenacious problem solver
*Understands when issues should be escalated.
*Be eager to learn with an ability to self-teach in areas of uncertainty.
*Possess a strong customer service ethos with a hunger to develop and improve your experience.

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