2nd / 3rd Line Support Engineer

Our ideal candidate will have at least two years' experience as a Technical Support Engineer from an IT Managed Service Provider background. You will need to be motivated, a proven problem solver, and enjoy supporting a variety of clients, many of whom have been with us since we started.

A passion for technology and providing outstanding customer service is essential. In return, you will be given the opportunity and freedom to expand your technical skills at a pace. You will also have the option of a Company Car and work in a new modern office with everything you need to do your job well.

Purpose of Role:

This is a "2nd/3rd line engineer" role that requires technical ability and team leadership skills to assume ownership, accountability and responsibility for providing technical support to our educational establishments minimising downtime of our clients services. Ideally targeted at an individual who wants to be self-sufficient and looking to establish themselves in a technical sales or technical management position.

This role reports to the technical manager.

What you will be doing:

• Providing high-quality customer service in line with Agile's values and client expectations.


• Regularly visiting client sites around Suffolk & Essex, providing support and maintenance to their IT Infrastructure.


• Owning, managing and resolving incidents, in line with our Service Level Agreements.


• Escalating problems to the appropriate next level of support when necessary.


• Ensuring that Helpdesk and Documentation systems are kept up to date.


• Assisting the Projects team with upgrade and install work where required.


• Being proactive in identifying potential technical and process improvements., This is a fantastic opportunity for an IT Engineer looking for a personal and professionally rewarding role in a team that truly supports one another.


What's more, you will be encouraged to learn and develop to expand your technical knowledge, and with exposure to lots of different clients, we promise no two days are ever the same.

You will also have the option of a Company Car if you wish and work in a new modern office with everything you need to do your job well.

Support & Helpdesk:

• Responsibility for the delivery of effective and robust IT solutions and housekeeping to our educational establishments.


• Demonstrate a 'hands-on approach' to deliver high levels of customer satisfaction


• Communicate with all levels of personnel to ensure that scheduled work is delivered as agreed.


• Ensure project plans are implemented to ensure agreements are achieved on time and in full.


• Ensure all onboarding activities are planned, documented and reviewed to ensure project compliance and resource utilisation effectiveness.


• Attending educational and MSP sites to recommend, investigate and close-out technical issues.


• Monitor education establishments helpdesk open ticket status for trend analysis.


Administration:

• Ensure housekeeping visits are scheduled and conducted in conjunction with the office manager to maintain accurate documentation and record keeping.


• Create and implement processes and procedures to establish and maintain quality standards.


• Provide shared documentation to ensure the latest version of retained user data and passwords.


• Accurate record keeping and providing status reports on project progress.
  
  Minimum 2/3 years' experience providing desktop support including knowledge of current operating systems (Windows and Mac).


• A Good understanding of Office 365, AzureAD and Intune.


• A Good understanding of networking equipment and standards (Switches, Firewalls, DNS, DHCP, RDP and VPN).


• Strong understanding of Windows Server administration and tools (AD, Group Policy, etc).


• Experience with Endpoint security and other security tools such as SPAM filters.


• Full Clean Driving Licence.


Attributes we're looking for:

• Delivery and service orientated


• A proven problem solver


• Able to resolve technical solutions


• Capable of using own initiative while visiting client premises


• Able to work well under pressure


• Willing to go the extra mile for customers


• A team player and clear communicator, MCSC - Cloud Computing with a minimum of 3 years' experience as a 2nd line IT engineer or 3rd line engineer who wants to be responsible in a self-managed role.


• Project management experience gained in a technical environment with a minimum of 3 years' experience. Create and implement project management plans to achieve operational service level standards and expectations.


• A positive attitude with a flexible and friendly management style to achieve customer expectations.


• Excellent written and verbal communication skills.


• Self-motivated team worker who is proactive in their personal development and professional qualifications appropriate to the role and industry standards.


• Ability to take a step back to see the bigger picture, analyse and promote alternative methods and to lead the implementation of new business systems.


• Demonstrate a genuine concern for quality, always striving to do an excellent job, deliver a professional performance and taking pride in own work.


• Full UK Driving License as the role holder will be allocated a company vehicle.


• A track record in working remotely and has the ability to influence others and work on own initiative., Certificate of Higher Education (required)


Experience:

• support engineering: 2 years (required)


Licence/Certification:

• full driving license (required)
  
  As an IT Managed Service Provider and well-respected IT Consultancy, Agile are seeking a customer-focused, experienced IT Support Engineer to join its team just off the A12 near Colchester, Essex. The successful candidate will be responsible for ensuring customers receive a strong and consistent service experience.


Founded in 2010, Agile is a well-respected and growing IT company. At the heart of our company is a supportive team of experienced and certified engineers and project managers. We take pride in having a great environment for our employees to work in and are strong believers in developing the skills, knowledge and resource of our workforce.

Job Types: Full-time, Permanent

Pay: £27,000.00-£30,000.00 per year

Benefits:

• Additional leave


• Company car


• Company events


• Company pension


• On-site parking


Schedule:

• Day shift


• Monday to Friday


Supplemental pay types:

• Bonus scheme


• Commission pay


• Performance bonus