2nd Line Support Engineer

A long established FMCG Company is seeking to recruit an IS Technical Engineer to support, manage and improve the end user experience and desktop environment.  This will include troubleshooting across multiple locations in the UK and Ireland and support for onsite and remote users to ensure efficient access to company IS systems and resources.  There will be opportunity to develop processes and tools to support this role including hardware and software build, deployment, patching and support.  Suitable candidates are likely to have a minimum of second line experience.

Key Responsibilities / Duties:

• Respond to Service Desk calls and enquiries promptly, courteously, accurately, and efficiently.
• Responsible for day-to-day support for end users
• Maintain a high level of desktoplaptop system service availability and uptime.
• Maintain hardware, identifying hardware problems and arranging offsite repairs when required with suppliers.
• Support user account management and authorisations
• Diagnose computer and application faults.
• License management and optimisation
• Development and management of device imaging and updates
• Help users to get the most out of their systems and applications.
• Takes ownership for resolving problems, involves the right people and/or escalates when required.
• Ability to engage with end users and demonstrate a friendly, approachable, and supportive demeanour.
• Monitor and follow through to ensure the user’s needs and requirements are met.
• Pro-actively identify issues and provide input towards improvement for technical problems, IS/IT & business processes, systems and technology.
• Comply with and respect company policies, procedures and processes.
• Proactively seek to develop self. Look to improve technical skills, management skills, industry knowledge and analytical techniques.

Preferred Skills & Experience:

Desktop

• Windows 10 to current
• Office 365
• Common windows applications e.g. Adobe, Web Browsers etc.
• Exchange and Outlook email technology

Server

• General knowledge of Windows 2012R2 and later
• General knowledge of Active Directory, DNS, DHCP and other server technologies
• Virtual Server technologies
• Storage technologies
• Backup principles and software

User Account Management

• File & Print including permissions
• AD user account set-up
• General AD Administration

Device Management

• General PC, Laptop
• Printer
• Desk and Mobile phones
• Network Patching

Network Support

• General Network and TCP/IP Networking knowledge
• Mail Filtering and Security
• Monitoring & alerting
• Switch and Router configuration

Personal Skills

• Troubleshooting analytical skills
• Ability to prioritise and plan tasks effectively.
• Good communication skills, both verbal and written
• Ability to produce process and how-to documentation.
• Ability to control stressful situations

Next Steps:
Please submit your application or speak to a specialist consultant from the Abacus team on 0044 (0) 28 9031 3157 for a confidential discussion.
We aim to respond to all inquiries within 4 business hours.
The team at Abacus manages a range of permanent and contract positions throughout Northern Ireland, the UK and the Republic of Ireland.
If you are experienced and/or professionally qualified we can support your job search.
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