1st/2nd Line IT Support Engineer - York - IT Services - Vendor Training and Accreditations REF 1059

1st/2nd Line IT Support Engineer - York - IT Services - Vendor Training and Accreditations REF 1059

A progressive IT Managed Service Provider based in the historic town of York is looking to recruit a 1st / 2nd Line Support Engineer to fit in their unique culture. With 20 years history creating an exceptional client base of both business and private clients for whom they provide a first-class level of service.

We are a close-knit team working for each other for the benefit of the customer, delivering to SME, consumer, and specialist markets. They are transparent with everything they do and have an honest approach to delivering the right fixes first time.

They are proactively involved with client-specific project work as well as supporting clients' day-to-day needs. Their client base covers a diverse range of markets and therefore has a suite of Companies/Brands offering support and infrastructure as a service to end users all over the UK.

Skills / Experience Requirements:

• A minimum of 2 years' Technical Support experience ideally in a managed service operating structure.
• Confidence with a vast variety of Tech and associated software packages.
• Strong knowledge of Windows systems including Windows Server.
• Knowledge of Apple IOS and Apple devices.
• Experience in a customer service role.
• Management and maintenance of Server and Business Network infrastructures.
• A thorough understanding of DHCP, DNS, and IP-based networks.
• Repairing and configuring a variety of PC and Mac hardware.
• An active mind for technology, understanding the industry, trends, and latest products.
• Any formal training in the repair and maintenance of IT equipment; training in Apple products and Apple IOS would be an advantage.

Why US:

Partners: We're actively involved with all our major Partners, enabling our engineers to be fully trained through their partner portals. Our current partners are Microsoft, Dell, Zyxel, Sonicwall, Ruckus, Datto, and Trend Micro.

Training: We actively encourage training, which includes in-house, partner, and formal training that benefits both the employee and the business.

Environment: The role is very diverse, meaning that the prospective employee has the opportunity to learn and specialise in an area of their choosing as well as have a great all-round knowledge of all issues.

Growth: We've risen to the challenge this year; we've been able to onboard around a dozen new customers in the last 12 months and continue to grow and develop our customer base. We see growth as key to employee opportunity.

Responsibilities

This new role will provide home and business customers with first and second line technical support, ensuring that customers' IT systems are working to a high standard.

Your responsibilities:

• Quickly resolving issues by telephone, email, or video to our customer base. Issues can range from simplistic quick fixes through to detailed in-depth interactions.
• Providing customer service to ensure a positive customer experience.
• Visiting customer sites for problems that cannot be fixed remotely (transport provided).
• Troubleshooting and fixing desktop/laptop hardware and software issues.
• Providing assistance and support to colleagues in IT-related matters.
• Undertaking small to medium-sized IT projects as required.
• Associated job-related and administrative duties.