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Experienced IT Helpdesk (Remote) Support Engineer

  • Remote Job Bot
  • Bristol, UK
  • Apr 03, 2019

Job Description

Alfred Recruitment is delighted to be representing their client a leading IT support business in their search for an experienced IT helpdesk engineer.

You will be joining a well-established organisation going through continued growth and expansion that is based in North Bristol.

The successful applicant will join our clients highly skilled Remote Support Team and will be providing a high level of telephone and remote assistance to customers and field engineers. The helpdesk team provides a crucial role in the support operation, you and the team will ensure customers receive responses and resolutions well within contracted SLA's.

Our client offers national support for a diverse range of clients and many of the support calls are the result of alerts from remote monitoring software; other calls are raised by telephone and email.

Job responsibilities will include:

  • Trouble shoot issues and requests while ensuring we meet the relevant SLA
  • Ensure procedures are followed and all work is correctly recorded / documented
  • Proactively monitor support trends and offer suggestions for improvement
  • Perform checks to ensure all critical systems are operating to necessary standards
  • Where appropriate; escalate calls internally, liaise with manufacturers or pass to 3rd parties

This role will suit someone who:

  • Is proactive, flexible and forward thinking; actively seeking new opportunities and ways to meet and exceed customer expectations
  • Generates solutions which are effective, efficient and practical
  • Has excellent communication skills, both oral and written
  • Has excellent organisational skills, able to manage their own time efficiently and to co-ordinate activities to deliver work on time
  • Is reliable and self-motivated

Standard support hours of work are 9:00am to 5:30pm on Monday to Friday. However, our remote support team join an early start / late finish rota that allows us to provide cover from 8am to 6pm on those days.

The following experience is essential for this vacancy:

  • Microsoft Server 2008, 2012, 2016, R2, SBS and Windows 7 / 8 / 10
  • Router / firewall configuration
  • Active Directory, TCP/IP, DNS, DHCP, VPN, IPsec tunnels
  • Mobile OS and devices
  • Virus / Malware scanning and removal
  • Excellent telephone manner and written communications
  • Remote support tools i.e. RDP and Team viewer

The following would also be desirable:

  • Microsoft Office and Office 365
  • Mac OSX and Apple devices

The successful applicant must have experience in a similar role and ideally a relevant industry qualification from Microsoft, Apple etc. The company actively supports and encourages our technical staff to gain and retain competences.

This role is office based, however, having a clean and full driving licence is desirable. The successful applicant would then have the option to assist the field engineers with their weekend onsite installations etc. This is an opportunity to earn more whilst gaining useful experience.

This is a fantastic opportunity where your hard work will be rewarded with a competitive salary and benefits package.

If you feel you have the skills and experience required for the above position, please forward your CV to one of our Consultants who will be more than happy to assist.

In line with GDPR Regulations, and 'By applying for a job through Alfred Recruitment LLP' you agree that we will process your details for the purpose of applying for this vacancy. We will have access to yourpersonal information from your application and other materials you submit in support of your application. We will retain your personal information on our own systems to facilitate the administration of the recruitment process and we will share your application with the relevant hiring manager. We will not share your information for marketing purposes or with any third parties without your expressed consent. We will retain your information if you are unsuccessful for 6 months unless requested not to at which point your data will be deleted.

Due to the high number of applications we are receiving, we are unable to respond to every application individually. If you do not hear from us within 5 days, please assume that your application has not been successful and thank you for your interest.