IT Support Engineer

IT Support Engineer – 1st Line or 2nd Line

Lancaster, Lancashire

£27K - £32K

Melbreck are working with an IT support business based in Lancaster that offers an excellent working environment and team focus that are second to none!

There is a fantastic opportunity to make working with this team your reality now, as they are looking for someone to join their team as a Technical Support Engineer / IT Support Engineer. They will consider someone joining them as either a first line support engineer, or a second line support engineer

They are very different from your average IT support firm. They are a busy, fast-paced team where all the team gains exposure to new technologies.

They are focused on what their customers need and best fit, rather than what costs the most, or is the most state-of-the-art for the sake of it. Customer need is everything.

IT Support Engineer – Role Overview:

Working as a 1st line or 2nd line support engineer (depending on your experience and preference), handling complex technical issues, performing root cause analysis, providing remote support, and working with level one technicians to resolve escalated issues.

IT Support Engineer – Candidate Requirements:

Please note that this role requires someone with a driving license and a car so that they can undertake client visits across the country when needed.

The role of IT Support Engineer / Technical Support Engineer requires someone with a good level of experience and knowledge around technical support / IT support for external customers – combined with excellent customer service skills.

The role requires someone with experience of at least 2-3 years in an external customer IT support role - either first line support or second line support, in a helpdesk role. Someone who has worked for an MSP would be ideal; however, this is not essential.

The IT Support Engineer role requires someone who can already fulfil some of the below daily in the role, working independently:

• Minimum mid-level experience in a technical support / IT support position (2-3 years +)
  
  
• Experience in a helpdesk environment or within an IT support environment where a proper, documented process for dealing with customer issues is followed (tickets etc.)
  
  
• Experience of working with external customers, with a customer-centric focus
  
  
• Experience of Windows desktop up to 11 (need to be able to work independently on this)
  
  
• Office 365 deployment and management
  
  Other experiences:
  
  In addition, the role requires someone who has at least some experience of any (not necessarily all) of the following, with the ability to learn and use them regularly with only occasional need for advice/support:
  
  
• Windows servers up to 2022 – including services such as AD, DNS, DHCP, Group Policy, RDS, SQL and Exchange
  
  
• Virtualisation via ESXI or Hyper-V
  
  
• Wireless technologies – from single access point to fully managed Ubiquiti, Meraki, or Aruba
  
  
• Network technologies and fundamentals – routings, VLAN’s, VPN’s, (SSL & IPSec), L2 & L3 technologies and fundamentals, switches, routers, firewall
  
  
• Disaster recovery and best practice for backups – including cloud-based solutions as well as Veeam, Backup Assist and Backup Exec
  
  
• Firewalls – Stateless, Stateful, NGFW (UTM) – FortiNet
  
  
• 2FA Technologies – Microsoft, DUO
  
  
• Spam Filters/Anti Spoofing Services
  
  Who are we looking for?
  
  As well as having a good technical / experience fit for an IT support Engineer role, as a team fit, we are looking for someone who:
  
  
• has a ‘can-do’ attitude.
  
  
• can communicate around technical issues in plain English with customers – e.g., not using technical jargon.
  
  
• is customer focused.
  
  
• can work in a small team, and who will involve themselves in what needs doing, when it needs to be done.
  
  
• can integrate well with others.
  
  Please note: this role will occasionally involve some travelling across the UK to customer sites (historically around once a month) and so needs someone who can both commit to this time away at short notice, and who can drive when necessary to client sites around the country.
  
  If you feel that you have the right mix of experience, knowledge, and attitude as that which is listed above, and you want to work for a fantastic, close-knit team in Lancaster that cares about you and your development, then apply now!
  
  We look forward to hearing from you