2nd Line IT Field Engineer

Job Purpose  

Everything Tech Group provides IT support and Consultancy to many businesses in many different sectors. You will gain exposure to a wide range of technologies, solutions and many industry specific applications. Your time will be split between onsite work at our customers premises and our head office. The role is very customer facing, the successful candidate must demonstrate excellent personal skills and needs to be articulate with good written skills.

You will need to be articulate, confident, organised, professional and well presented. It is essential you can prioritise effectively and integrate into part of the existing team, working to ensure new projects are delivered on time and ensure customer service level agreements are maintained. 

Key Tasks and Responsibilities 

• Provide technical hardware and software support to all users involving the installation, configuration, administration, documentation and maintenance of systems and associated equipment not limited to SAN’s, servers, routers, firewalls, Wireless, NAS (Network Attached Storage), workstations and other devices
• Responsible for the day-to-day support of clients by telephone, email, onsite and remote support
• Keeping the service desk updated by clearly stating the details of actions taken or to be taken on assigned queries and faults. Generally contribute to a smooth running of the Support Services at all times
• Take full responsibility for designated tasks within the service desk as required, working largely without direct supervision, and managing and prioritising own workload and assisting others team members in the management of their workloads if required
• Proactively seek feedback on ticket closures to improve customer satisfaction
• To be courteous, patient and tactful at all times, and to exercise the highest standards of customer care
• Security aware and conscious at all times. To follow and ensure adherence to the company ISO 9001 quality procedures and ISO 27001 Security Policies
• To keep up to date with technological changes in the IT industry where possible and to develop new skills in response to these, and in accordance with the Company’s evolving IT strategy
• Undertake and assist with any other roles to ensure the smooth running of the business

Experience, Qualifications, Personal Attributes

• 4 years experience of Service Desk IT Support and experience with Field Based IT support.
• Interest and experience in general IT services, solutions and technology.
• Experience and understanding of cloud technologies such as Azure, AWS, Microsoft365 and where and where not these technologies are suitable.
• Experience and understanding of networking; TCP/IP, LAN, WAN, Firewalls, Switching, Wireless etc.
• Experience and understanding of Microsoft Operating Systems; Windows Desktops, Windows Server.
• Experience and understanding of virtualisation technologies; HyperV & VMware.
• Hard worker, self-motivated with the ability to work alone under pressure and alongside a team.
• Eager to continually develop technical and customer service skills.
• Excellent communication and people skills.
• Excellent time management skills with the ability to prioritise workload.
• Clean UK Driving License.
• Access to own vehicle.

Key Relationships

• All members of the Senior Leadership Team
• All Technical Staff
• All Non-Technical Staff
• All Project Manager
• All Existing Customers
• All New Customers
• All Suppliers and Vendors

Hours of Work

• 37.5 hours per week
• Additional hours as required dependent on the needs of the business

What we offer

• 25 days annual leave + bank holidays
• Private Medical via Medicash
• Pension Scheme
• Budget for training and professional qualifications
• Social Thursday & Fridays
• Team socials

Valuing Diversity and Inclusion

At Everything Tech Group we aim to create a workforce that is representative of our society, knowing that embracing differences enhances the capabilities of our business and makes for a happy place to work. We are proud to recognise and celebrate that we have a diverse culture where employees are accepted for who they are, regardless of age, gender, ethnicity, sexual orientation, religion or ability.