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2nd Line Support and Systems Engineer

The Role
The ideal candidate will have recent experience in a role providing quality 1st / 2nd Line support in a busy technical helpdesk environment on incidents and escalated problems relating to a wide range of largely Microsoft, multiple hardware vendors and environmental issues. You will also undertake low level client installations on site, working both independently and as part of a team. The ideal candidate will have a desire to progress to 3rd line capability and have the ambition to acquire the necessary skills over time, supported by the business.

 

Company Background
String Systems are a fast-growing Managed Services Provider based in Preston, Lancashire, servicing clients across the North of England and beyond. Working with clients to truly understand their challenges and opportunities, we deploy tailored technology solutions across the cloud and on premise, that make a tangible difference to their organisation, and then provide ongoing comprehensive proactive and reactive support services. We focus on their IT so they can focus on their business.

We differentiate through our approach. ‘Client first’ at all times, we are a totally committed team with a can-do culture, who enjoy working hard but also enjoy having fun together.

 

The Role
The ideal candidate will have recent experience in a role providing quality 1st / 2nd Line support in a busy technical helpdesk environment on incidents and escalated problems relating to a wide range of largely Microsoft, multiple hardware vendors and environmental issues. You will also undertake low level client installations on site, working both independently and as part of a team. The ideal candidate will have a desire to progress to 3rd line capability and have the ambition to acquire the necessary skills over time, supported by the business.

Requirements

  • Minimum of 2 years proven experience working in a 2nd line position (Required)
  • Prior experience of working for a Managed Service Provider (Desirable)
  • Thorough knowledge of current IT technology including (but not limited to):
    • Microsoft Server 2008-2016
    • Microsoft desktops OS W7 – Windows 10
    • MS Active Directory
    • Microsoft Exchange 2007 – 2016
    • Office 365/Azure

Key responsibilities include

  • Delivery of high quality remote support on a range of technical incidents and problems
  • Responding to, and effectively resolving, customer issues, incidents, queries or complaints.
  • Working with colleagues on issue escalation as necessary
  • Perform administrative tasks user and server related
  • Working to and understanding the importance of SLA’s.
  • Adopting and applying a ‘hands on’ problem solving approach.
  • Take ownership of incidents assigned to you and manage them through to resolution.
  • Ensuring SLA’s are met; time to respond, time to resolve and first-time-fix.
  • Troubleshooting 3rd party applications
  • Installing equipment on client site to the highest possible standard
  • Undertaking remote network analysis and performance management

Location
This role will be within our Preston based offices.

Package 

  • Attractive Package dependent on experience
  • Company co-funded pension scheme
  • Profit related bonus
  • Modern Preston office close to all local amenities
  • 20 days’ annual leave (not including bank holidays)
  • Working 38.75 hours per week, between 9:00am – 5:30pm, Monday to Friday
  • Continual professional development plans

About you

  • You will have proven experience
  • You will understand the importance of the basics
    • Timeliness
    • Accurate reporting
    • Attention to detail
    • Team work
    • Self reliance
    • Self Motivated
    • Enthusiasm
    • Results oriented
  • You are looking to personally grow in a growing and ambitious company
  • You understand the “client 1st“ focus and strive to go the extra mile String Systems is an equal opportunities employer

Our Mission Statement
To help our clients, our team and our partner organisations achieve more through our provision of appropriately designed, expertly deployed and well supported technology solutions.