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3rd Line Support Engineer - Upminster

3rd Line Support Engineer - Upminster

Salary - 28-37K Depending On Experience

As IT support staff you will work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, phone, and in person (for walk-in customers).

Improving the user experience is at the core of the of the IT Support Engineer role and as a result the tasks and projects involved can be varied, providing some great opportunities to learn and develop.

The role

Monitor and respond to incoming IT support requests from users via the support request ticketing system
Ensure any support requests not received via the ticketing system are properly logged on the system
Take ownership of issues by carrying out problem analysis and implementing temporary or permanent fixes with the aim of restoring normal service as soon as possible, escalating incidents to technical support teams of service providers and suppliers and following up where necessary and communicating incident progress updates to the business and/or affected user(s) till final resolution
Diagnose hardware faults and identify, fit and test appropriate replacement equipment
Plan, perform and test upgrades of system software, user software and device firmware
Configure, administer and troubleshoot problems with mobile phones, tablets, and other mobile devices
Troubleshoot and resolve printing problems
Maintain a first class level of customer service ensuring that all customers are treated efficiently and courteously
Provide support for the Avaya VOIP phone system
Actively support remote offices, sites and depots with routine and reactive visits
Accurately record, update and document requests using the IT service desk system
Actively develop and maintain documentation of all IT systems and process
Operate, test and maintain scheduled server backup processes
Perform data recovery when required
Make technical policies and procedures understandable to non-IT people


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