2nd Line Support Engineer

2nd Line Onsite Support Engineer

Position Overview

As an ITMS On-site Engineer, you will be responsible for maintaining the interface between ITMS Customers and ITMS Operations, ensuring functions meet and exceed service support standards. You will provide a single point of contact for all service affecting requests and incidents. You will work to develop and operate systems for detecting, recording, and resourcing services affecting incidents, as well as working on the management of the LAN and WAN networks and escalations while based at customer site.

Essential Job Functions:

• To provide technical support to ITMS Customers On-site, either via in-person request, phone, email or ticketing system.

• To provide, diagnostics and resolution, incident logging, hardware and software configurations and related services.

• To maintain a high degree of customer service for all support incidents and adhere to all service management principles.

• To take ownership of incidents and be proactive to resolution.

• To log all calls on the ticketing system and maintain full documentation.

• Support users in the use of computer equipment by providing necessary training and advice.

• To allocate more complex service issues to the relevant IT Support Member(s)

• To arrange external technical support to other sites where problems cannot be resolved remotely or Inhouse.

• Based on-site at customer location and travelling to other locations for the same customer as required, ensuring timely resolution of technical issues
• Liaising with senior colleagues for more advanced issues and learning troubleshooting steps for newer issues.
• To provide out-of-hours support to customers when needed.

Qualifications and Skills:

• Proven experience working in a similar role providing IT support and managed services.
• Strong knowledge of Windows operating systems, Active Directory, Office 365, and networking principles.
• Proficiency in troubleshooting hardware, software, and network issues.
• Experience with remote support tools and ticketing systems.
• Excellent communication and interpersonal skills.
• Ability to work independently and prioritize tasks effectively.
• Valid driver's license and willingness to travel to client sites as needed.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.