SECOND LINE SUPPORT ENGINEER

Do you want a new challenge?

Are you bored in your current role?

Do you want to work for an award winning law firm?

DETAILS

Job ID: REQ00022

Department: IT

Hours: 37.5

Salary: Market Rate

Type: Permanent

SUMMARY OF DUTIES
This is an excellent opportunity for a candidate looking to expand their experience in the Legal or Financial sectors with a rapidly growing company which see IT as an essential part of the business to sustain its continued growth.

The Second Line Support Engineer is responsible for handling first, second and in some cases third level support of service requests. This relates to all technology, to include: Workstations, servers, printers, networks, and vendor specific hardware and software.

KNOWLEDGE
  • Advanced understanding of operating systems, business applications, printing systems and network systems
  • Interpersonal skills; such as telephony skills, communication skills, active listening and customer-care
  • Diagnosis skills of technical issues
  • Ability to multitask and adapt to changes quickly
  • Technical awareness; ability to match resources to technical issues appropriately
  • Windows Server 2008/2012 R2/2016
  • Citrix XenServer
  • Citrix XenApp
  • Windows XP through to Windows 10
  • Firewalls / Security (SonicWALL beneficial)
  • Networks – LAN/WAN/Routers
  • Active Directory
  • SQL Server
  • MS Exchange
SKILLS
  • Self-motivated and enthusiastic.
  • Analytical approach.
  • Solid organizational skills to effectively manage multiple tasks in a timely manner.
  • Problem solving.
  • Excellent verbal and written communication skills.
  • Listening skills.
  • Ability to work in team – cooperation with others to gain results.
  • Time management skills.
  • Decision making skills.
  • Multi tasking.
  • Demonstrate a strong focus on attention to detail.
  • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls and security
  • Basic remote access solution implementation and support on Citrix
  • Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets
  • System documentation maintenance and review
  • Communication with customers as required; keeping them informed of incident progress, notifying them of impending changes or agreed outages
BEHAVIOURS
  • Collaborative team player.
  • Striving for excellence in every task.
  • Demonstrates eagerness to learn and progress in role.
  • Friendly and pleasant to colleagues.
  • Hard working.
  • Contributes to a team working environment within own team and in support of other departments.
  • Demonstrates an awareness of the professional standards required when working within a regulated law firm and the importance of delivering a quality service to our clients.
  • Values diversity and shows commitment to equality of opportunity.
  • Values Health and Safety and shows a commitment to ensuring a safe working environment.
HOW TO APPLY
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