Job Description
Senior IT Support Engineer (2nd/3rd Line Support) – Competitive Salary + Benefits – Wokingham, Berkshire (RG41 2FD)
The Role
Do you have a passion for IT Support? Are you looking to take your career to the next level? If so, we are looking for you.
Xeretec is looking for a Senior IT Support Engineer to join our dynamic and growing IT team. In this role, you will be responsible for providing technical support to both internal and external customers, help customers achieve success through best-practice guidance and help customers to achieve a high level of satisfaction through our customer support services.
Key Responsibilities:
The key responsibilities of a Senior IT Support Engineer include, but are not limited to:
Ensure 1st class service delivery and customer experiences when customers are interacting with the IT Support team.
Own and progress any escalations submitted by the team to completion, notifying the relevant stakeholders of progress and outcomes.
Proactive service delivery of IT Support services (Patching, Security, Device Utilisation etc.) using data connectors.
Analyze and troubleshoot issues, providing remote technical support from a 2nd/3rd line level to our customers across the Print, DaaS, SaaS and IT Support service offerings.
Provide technical guidance and input to CAB/eCAB approvals.
Supplier management - Work with third party service providers to ensure appropriate services are delivered effectively and within SLAs.
Work with the helpdesk team to deliver on SLAs, KPIs and strategic objectives.
Train ticket resolutions to the relevant team to build knowledge.
The Company
Xeretec helps businesses achieve better results through the smart use of technology and services from some of the world's leading brands. We can help you to reduce Cost and Risk, improve Experience and Productivity all whilst lowering your Environmental footprint.
The Person
The key skills and qualities of a Senior IT Support Engineer are:
Experience providing 2nd and 3rd line IT Support.
Experience managing and troubleshooting VMware infrastructure running Windows Servers, Active Directory, DNS, DHCP, Group Policy Objects etc.
PowerShell experience in management and scripting.
MS Azure Cloud and Intune/Autopilot management experience.
Experience in troubleshooting software and hardware faults.
Networking - Working knowledge of networking and routing, Firewalls, DNS, DHCP.
A working knowledge of virtualization Hyper-V / VMWare.
Capability to analyse, isolate and solve network connectivity and performance issues.
Experience with creating and maintaining IT support documentation.
Racking and cabling experience.
Ideally qualified in one of more: MCSE, VCP, CCA, CCNA.
If you are keen on joining this exciting, forward-thinking company and taking the next step in your career, then please click the apply now button to find out more.