1st/2nd Line Support Engineer Job Description Template
Our company is looking for a 1st/2nd Line Support Engineer to join our team.
Responsibilities:
- Work helpdesk issues, identifying potential Risks to Group systems;
- Training Requirements;
- Update the helpdesk system ensuring all parties are informed on update/resolution or escalation of issue;
- Resolve hardware and software faults;
- Escalating where appropriate to 2nd and 3rd Line Engineers;
- Trends / Common issues;
- Responsibility for 1st/2nd line queue, escalate & resolve issues within agreed SLAs;
- Keep clients up-to-date on any issues;
- Install, maintain & support PC’s, laptops, PDAs, tablets, internal telephone system, printers and other peripherals;
- Proactively supporting and resolving incidents for Senior Management;
- Operational & Procedural changes;
- 1 st & 2 nd line IT support;
- Maintaining high quality updates within the ticketing system;
- Will also work with 3rd Line to carry out line troubleshooting and Projects;
- Undertaking day to day support tasks in accordance with agreed processes and procedures.
Requirements:
- Windows server 2012;
- Exchange;
- Full UK Driving license & Vehicle;
- Cisco Networking;
- Hyper V/VMWare;
- Excellent communication skills;
- Office 365;
- Active Directory;
- Previous experience in the delivery of IT support services, ideally used to resolving problems sitting with the user;
- Confidence in addressing break/fix issues – Typically supporting PCs and Multi-functional printers;
- Apple OSX, IoS and Mac experience is essential;
- Comfortable in a number of deskside technologies, Windows 10 and Mac’s;
- Office365, Active Directory and Exchange.