Details:
- Salary: £27,000 - 30,000 - Annum
- Job Type: Permanent
- Job Status: Full-Time
- Salary Per: Annum
- Location: Dumfries
- Date: 1 week ago
Description:
Job Title – Senior IT Engineer/3rd Line
Hours – 37.5 Hours per week
Location – Dumfries
Salary – up to £30k DOE
We’re looking for a quick thinking problem solver who has in depth knowledge of IT issues and how to troubleshoot them for a rapidly growing local business!
The main priority for any member of the team is to ensure clients are kept exceptionally happy and the Senior IT Engineer plays an extremely important role in doing so,
You will handle escalated support requests for the service delivery team and support requests that the junior team are unable to fulfil.
Your role:
Work on and resolve escalated helpdesk tickets
Provide the client with advanced remote troubleshooting
Remote hardware maintenance and support
Use of inhouse ticketing system to work on and resolve Helpdesk Tickets and Service Requests
Managing, recording and maintain all documentation
Reviewing RMM dashboard and apply remediation actions as indicated by our processes
Review regularly scheduled/automated actions as indicated by our processes
Assist with project delivery when required
Keep clients up to date with the progress of their issue
Submit timesheets and expense reports as indicated on their SOPs
Mentor the junior service team members
Follow all security procedures and keeping an eye out for security issues
Identify opportunities for improvement and make constructive suggestions for change
Will involve field based work when required which will involve setting up and configuring network equipment and troubleshooting and improving current systems.
About you:
A love of problem solving
Excellent communication skills
Advanced understanding of support tools, techniques and how technology is used to provide services
Advanced understanding of operating systems, business applications, printing systems and network systems.
Advanced diagnosis skills of technical issues related to end user hardware and software and network devices
Advanced experience and knowledge of working with Microsoft 365 Platform
Advanced knowledge of IT applications, software and hardware
Drivers license & own transport
Skills needed:
Experience using a Ticketing system / RMM Tool and PSA software
Experience providing support via remote tools
Experience handling Technical Service Tickets
Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
Client Experience Certifications such as Helpdesk Habits etc.
Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.
Experience with Linux
Experience with Mac
VOIP Experience
The Benefits;
A salary of up to £30k DOE
28 days holiday (inclusive of bank holidays)
Your birthday off
Pension contributions
A great work culture
Proactive approach to on-going training
A high-powered laptop