2nd Line IT Engineer Sheffield Area

Location

Dinnington, South Yorkshire | United Kingdom

Job description

We are Everything Tech Group; an award-winning IT Company based in Manchester & Sheffield. Word has it that we are the best in the business so we just blush, accept the awards and keep going. We are looking to recruit some top talent to help us grow and thrive! We are looking for an IT Engineer who is ready to progress to join our growing IT Team.

To provide 2nd line IT support to all end users. To proactively resolve hardware and software issues from all incoming channels. To deliver a high level of customer service in line with set Company Service Level Agreements. To be a proactive member of the Service Desk Team and ensure adherence to all set company processes and standards. 

Key Tasks and Responsibilities 

• To provide a professional and personal first point of contact to all customers.
• To provide proactive second line IT Support to all customers.
• To handle escalated tickets from IT Engineers providing feedback when resolved to support the teams development.
• To ensure all support requests and incidents via any inbound channel are properly understood and recorded on Autotask.
• To proactively contact and chase customers until a resolution has been achieved or the issue is escalated.
• To deliver exceptional Customer Service striving to achieve first time resolution.
• To escalate relevant and more complex work to the Senior IT Engineers after initial assessment and within a relevant time scale.
• To proactively manage all personal workloads, ensuring all tickets are worked within the set Service Level Agreements.
• To achieve the set Service Desk KPIs and Service Level Agreements.
• To adhere to all Service Desk technical processes and guidelines as well as company processes and standards as per the handbook.
• To undertake maintenance tasks for monitored systems.
• To prepare customer hardware or software ready for project delivery.
• To ensure the Autotask system is fully updated with all activity including notes, to do’s and knowledge bank information.
• To assist with ad hoc project work.
• To proactively seek feedback on ticket closures to improve customer satisfaction.
• To contribute towards a personal development plan, ensuring technical knowledge is continually improved.
• To undertake and assist with any other roles to ensure the smooth running of the business.
• Responsible for following the companies ISMS while monitoring the performance of it and reporting issues to top management.

Experience, Qualifications, Personal Attributes

• 2 years experience of Service Desk IT Support.
• Interest and experience in general IT services, solutions and technology.
• High understanding of PC’s, servers, email, telephony, backup, Firewalls, switching and routers
• Strong knowledge of Microsoft Operating Systems; Windows Desktops, Windows Server.
• Knowledge of networking; TCP/IP, LAN, WAN, Firewalls, Switching, Wireless etc.
• Hard worker, self-motivated with the ability to work under pressure
• Relevant IT qualifications desired: 
  • Microsoft Associate or above certification.
  • CCNA or above networking certification.
  • AWS, GCP or other cloud based certification.
  • ITIL, PRINCE or other relevant certification.
• Experience and understanding of cloud technologies such as Azure, AWS, Microsoft365 and where and where not these technologies are suitable.
• Eager to continually develop technical and customer service skills
• Excellent communication and people skills
• Excellent time management skills with the ability to prioritise workload

Key Relationships

• All members of the Senior Leadership Team
• All Technical Staff
• All Non-Technical Staff
• All Project Manager
• All Existing Customers
• All New Customers
• All Suppliers and Vendors

Valuing Diversity and Inclusion

At Everything Tech Group we aim to create a workforce that is representative of our society, knowing that embracing differences enhances the capabilities of our business and makes for a happy place to work. We are proud to recognise and celebrate that we have a diverse culture where employees are accepted for who they are, regardless of age, gender, ethnicity, sexual orientation, religion or ability.

Hours of Work & Benefits

• Private Medical Insurance
• 25 days annual leave + bank holidays
• Pension
• Beer fridge Thursday and Fridays
• Employee of the quarter £500 prize 
• Employee of the Year £10,000 prize
• Team Socials 
• Uncapped training and development budget
• 37.5 hours per week
• Additional hours as required dependent on the needs of the business
• Includes some working away from home when completing customer site visits

Job tags

Salary

£23k - £30k per annum