Current vacancies

1st & 2nd Line IT Support Engineers


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Job Specification

Responsible for resolving incidents involving ICT systems across the company, as well as fulfilling service requests to the user base. Provide 2nd line telephone, web, IM and email support to users to enable them to make effective use of systems. To provide day-to-day support, operation and control of all equipment within an IT and telecommunications network infrastructure. Ensure that internal SLA`s and ITIL processes are followed and completed within required timescales.

Have a firm grasp of change management and notifications of any alterations to the network including maintenance windows.  Log all issues as they come in and prioritise them accordingly. As these are worked on they must be updated to ensure effective communication back to the team.

As an ambassador of the IT team, build and develop relationships within the business and help to inspire confidence in the department.  Ensure processes are followed when carrying out specific tasks. This will include updating them when necessary. To assist in projects within the IT team, such as office moves/relocations and back end system upgrades. Carry out system maintenance in the form of windows updates, hardware firmware updates or other planned work. Inevitably this might fall outside of standard hours of work.

Main responsibilities 

Desktop support (Windows 7/8, MAC O/S)

Server support (Windows 2008/2012)

Active Directory

Application support (MS CRM, Office 2013, Lync)

Troubleshooting of internal software

Hardware maintenance

Phone system changes (Avaya)

Exchange 2013 Administration

SharePoint 2010/2013

Service Manager 2012 R2

Network troubleshooting including MPLS diagnostic troubleshooting.



MCP in recent Windows desktop operating system and/or server operating system would be beneficial.

MCSA/MCSE preferred. 



Solid experience working within a helpdesk environment. 

Proved networking experience.

Experienced in supporting Windows XP, Vista and 7.

Experience of maintaining Windows Server 2008 and 2012

Experience of Hyper-V management.

Experience of server installations

Exchange 2010/2013 administration experience essential.

Experience of working within SLA and ITIL defined businesses preferred

Experience of task management and working within a team environment.

Experience of working independently and being able to organise the workload.

Experience of documentation of systems and processes.

Experience of Avaya telephone system desirable

Experience of cluster management desirable.

Experience of Microsoft System Centre, including: Operations manager, Service manager and Configuration manager



Excellent relationship building skills

Ability to communicate effectively at different technical levels.

Where necessary the ability to liaise appropriately with 3rd party suppliers

Demonstrate an organized approach to work.

Ability to manage change, with a proactive approach to problem solving.

Demonstrate a confident, proactive approach and rationalizing improvement opportunities.




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Closing date:
31 Jul 2015

Manchester & Datchet

On application

Reference No.:

Position type:

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