2nd Line It Support Engineer Job Description Template
Our company is looking for a 2nd Line It Support Engineer to join our team.
Responsibilities:
- Proactive approach to monitoring IT systems;
- Oversee helpdesk and incident management;
- Manage ticket queue, ensuring that all open tickets are up to date with relevant troubleshooting steps and current ticket status;
- Assist end users by providing technical support to raised queries, this may be remote troubleshooting or involve site visits;
- Take ownership of all technical queries, ensuring that they are resolved within accordance to each client’s SLA;
- Evaluate client’s efficiency of different IT systems and recommend improvements;
- Install and perform repairs to hardware, software or peripheral equipment, following design or installation specifications;
- Maintain systems, install new hardware and make modifications as required;
- Provide clients with recommendations for hardware solutions such as laptops, wireless access points, storage devices etc;
- Manage client systems including Microsoft Exchange, Active Directory, local and cloud file storage, disaster recovery, VoIP etc.
Requirements:
- Dragon speech recognition;
- BigHand digital dictation;
- Knowledge of Proclaim case management and experience of working with software provider Eclipse;
- Experience of working in the legal industry;
- Cloud Technologies; Office 365, gSuite, AWS, Azure;
- Some experience supporting MAC/Apple laptops;
- Experience of managing computers with Intune / Jamf;
- Experience in troubleshooting client-side applications such as Office, Sage, CRM;
- Understanding of PC hardware and software setup and configuration including TCP/IP networking skills;
- Advanced problem-solving skills;
- AV support for meeting rooms;
- Strong working knowledge of Windows 10, Windows 7 and Mac OS X;
- Strong working knowledge of Windows Server 2008, 2012 and 2016; Active Directory, DFS, FAP, Hyper-V, ADFS, DHCP, DNS;
- Excellent communication skills both verbally and written, ability to communicate with clients at all levels in a professional manner;
- Mobile phone account management.