2nd Line Field Engineer -Microsoft Win10/ O365
North West England
USD £28000 - 32000 per annum
REF: 2nd line_1575369763
Second Line Field Engineer
North-West England

Purpose of Job

This role requires a self-motivated and professional candidate to join Second Line Field Support team. Acting as the face of IT to the business, the successful candidate will be required to resolve IT issues with a focus on customer satisfaction, whilst minimising downtime; in addition, other teams in IT will require your eyes, ears, expertise and site knowledge to ensure that day-to-day operation continues smoothly. The role is customer site based so travel around designated area will be expected.

*Onsite and remote ticket completion with excellent customer service skills
*Ensure timely completion of tickets that have been passed from the Service Desk
*Providing technical expertise to enable the correct application of operational procedures
*Liaising with other support teams for additional expertise where needed
*Knowledge sharing and participation to ensure the team deliver an excellent customer experience

Key Accountabilities

*Timely attendance to tickets and requests from other IT teams
*Ensuring that end-user devices remain in scope of the business' requirements
*Retaining and updating relevant technical knowledge
*Assistance with new and ongoing projects from an early stage, to ensure projects and support documentation are fit for handover into BAU
*Providing technical advice to end-users, and offering knowledge of relevant escalation channels
*Management of stock, spare equipment and essential kit to allow rapid response with minimal additional preparation

Outcome, Results and Key Performance Indicators

*SLAs on BAU work are met, and tickets are kept up to date for quick reference
*Documenting work carried out - relevant information provided in tickets, and documentation created when required
*Proactive engagement with end-users, 2nd line Team Leader and other IT teams

Key Relationships

*Active two-way relationship with IT Service Desk, IT Procurement, Patching and Monitoring, Server and Network support teams
*Assist IT Project Managers and IT Business Partners from the ground up to ensure projects run smoothly and are fit for handover into BAU
*Engage with external partners (Lenovo, EE, Samsung, Apple) when required

Knowledge and Skills

*Good knowledge of desktop technologies - Windows 7/10, Office 365, Antivirus
*Fundamental understanding of network infrastructure, configuration and operation
*Administration of Windows Server devices
*Awareness of WAN connectivity methods (MPLS, DSL)
*Active Directory administration


*IT experience in similar role preferred
*Previous customer service experience desirable

Qualifications & Memberships

*ITIL foundation minimum
*CompTIA A+/equivalent desirable
*Full UK Driving License essential

Certes Computing (and all of its subsidiary companies) is committed to promoting equality and diversity in its business operations.
3rd Dec 2019
Start Date:
Type / Duration:

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