2nd Line IT Service Desk Engineer

Weatherbys Ltd.

Location: Northamptonshire
Closing Date: Tuesday, June 5th 2018

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Job Type: IT

Job Description

2nd Line IT Service Desk Engineer

 Salary £27,000 Per Annum 

Weatherbys Ltd are looking to recruit a 2nd Line IT Service Desk Engineer within our IT Department.  You will be responsible for providing customer facing operational IT support to the Weatherbys Group, with focus on the delivery of service reliability, availability and performance across the whole IT environment.  With a strong and broad-ranging background of technologies, this hands-on role requires you to deliver on both operational and project tasks, against agreed deadlines and SLAs. The ability to work on your own initiative to identify the root cause of incidents that have been escalated from 1st Line, resolving the incident (with assistance from third parties if required) and provide a solution that will prevent it from re-occurring. Whilst delivering the highest level of customer service you will also have the opportunity to train on a variety of bespoke internal systems and mainstream software such as, VMWare, Linux, Oracle and Microsoft Products.

The key responsibilities:

  • Root cause investigation of incidents and the implementation of solutions to prevent them from re-occurring.
  • Work with other IT teams and 3rd parties to provide an excellent IT service to the business.
  • Provide technical expertise as part of a major project team.
  • Ensure customer communication and feedback is a priority.
  • Contribute and manage continual service improvement to the IT Service Desk.
  • Maintain documentation and procedural information for IT services and processes.
  • Manage your own incident and work requests as part of the IT support team.
  • Communicate or escalate major or significant incidents to 3rd line or the Service Desk Manager.
  • Some travel to remote Weatherbys offices will be required.
  • Building, patching and configuration of Windows Operating Systems.
  • Work closely with 1st line support, assisting in their understanding of technologies and systems so that, by experience, they can resolve incidents more effectively. 

It is essential that the successful candidate has the following skills: 

  • 3 years’ experience within a 1st/2nd line IT support role, with a proven background in Incident and Problem management,
  • Windows Desktop and Server Environments, Active Directory, DNS, DHCP, Group Policy, Systems Patching & Endpoint Security Deployment and Administration.
  • Microsoft MCP or higher and ITIL Foundation V3. 

Closing Date: 5th June 2018 

Weatherbys upholds the principles of equality and diversity and actively promotes opportunity for all employees, both current and prospective

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