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Support Engineer Job Details
Job title: Support Engineer
Category: Commercial
Term: Permanent
Location: Suffolk
Ref: 894259
Job description:
Our client is a a leading mortgage company based in Ipswich we are currently looking for a 1st/2nd Line Support Engineers

Overall Responsibilities

To provide support, maintenance and administration of Technology services.

* Services are to be delivered in accordance with the defined Group Strategy and business objectives, and in excess of, the levels specified in any applicable SLA, procedures, external assessors and current legislation.

At all times the job holder must exhibit a professional approach to the servicing of our clients in order to deliver a professional and quality service.

General Tasks / Principal Accountabilities:

* Understand the general function of business and specifically that of the users of any prime business application
* Undertake a pro-active approach to issue identification and resolution.
* Escalate problem issues accurately, proactively and in a timely and professional manner, making recommendations as necessary.
* Identify, recommend and implement enhancements to processes and procedures.
* Assist with development projects as defined by Technology Services management, meeting agreed deadlines and achieving specific objectives.
* Liaise professionally and act as an interface between business users and the suppliers of infrastructure services.
* Maintenance and administration of the overall IT infrastructure.

Specific Tasks and Accountabilities

* Proactively monitor and report on status of network systems.
* Day to day administration of all hardware and software.
* Identify, recommend and implement enhancements to procedures and tasks undertaken by self or team.
* On a daily basis, provide feedback to Technology Services management regarding specific technical problems and other issues.
* Logging, management and monitoring progress of raised operational issues. Ensure all issues are recorded accurately and dealt with in a timely manner, within any defined SLA.
* Undertake general administration duties in line with general Technology Services housekeeping.
* Assist all members of the Technology Services team in their duties when required and provide alternative cover in their absence.
* Proactively resolve 1st and 2nd line support incidents

Decision Making

* To be able to organise workload to meet timetable and operational requirements.
* Provide technical advice and guidance to support the business in its selection of future technologies and improvements to current services.

Knowledge, Skills and Characteristics Required

* ITIL V3 awareness
* +3 years Technology Services support and operational experience.
* +3 years experience and knowledge of Microsoft Active Directory domains.
* Knowledge of Microsoft Windows Server 2012, 2008 & 2003, Active Directory, GPO, Microsoft Exchange Server 2003 & 2010, Windows 7, Office 2010.
* Knowledge of virtual server technology including Microsoft Hyper-V
* Knowledge of WAN and LAN infrastructure, including all relevant technologies.
* Knowledge of AD, GPO, DNS, DHCP and NTFS
* Able to work to a structured methodology.
* Efficient time management and ability to adhere to deadlines.
* Ability to work as an effective team member - be cooperative, support others and deliver what you promise
* Ability to communicate at all levels.
* Rational thinker with a pro-active approach to problem management.
* Good quality of written and verbal communication.
* High degree of accuracy.
* High degree of discretion and confidentiality.
* Ability to organise workload to meet deadlines.
* Ability and willingness to see task through to completion.
* Customer focused and flexible in the support of business needs.
* Understanding of SLA management.
Salary: 35000 per annum
Start date: 04/12/2015
Contact email address:
Contact telephone number: 01473 216611
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