Senior IT Support/1st/2nd Line Engineer

Job reference: 125

Location: Andover

Salary: £25,000 - £30,000

Job Type: 1 Year Fixed Term Contract (Likely to be extended)

Date posted: 27/6/18

Looking to work for an organisation who take care of their staff, who are honest and passionate about helping people achieve their career goals?

This is a fantastic opportunity for a an IT support Analyst looking for a step-up to senior or a Senior support engineer looking to work with other talented IT professionals where you can share knowledge and expand your current skill set.

Although this is a 1 year fixed term contract, this could well be extended and there could be the opportunity for a permanent position at the end of the term.

Required Skills & Knowledge for a Senior IT Support Analyst

  • Knowledge of Active Directory

  • Knowledge of Microsoft desktop products

  • Understanding of LAN,WAN,Wireless, Firewall and Security products.

  • Understanding of Virtualisation,Storage.

  • TCP/IP configuration and troubleshooting.

  • Office 365 administration

  • Outlook client configuration & troubleshooting.

  • Knowledge of VMware/Hyper-V

  • Ability to communicate clearly and

  • Collaborate with various stakeholders.

  • Experience working in a service desk environment.

  • Hands on experience of troubleshooting hardware such as servers, routers and modems

  • Must have a Full UK Licence to carry tools and equipment at short notice,to remote sites that are poorly served by public transport.

As a Senior IT Support Engineer you will provide 1st/2nd line technical support on a range of desktop systems, servers, peripherals and software using telephone support, remote support and onsite/face to face support with users. This role may also include project-based work and out of hours maintenance.

Key Responsibilities for a 1st/2nd Line support engineer:


  • Answer service desk queries from customers (including logging and updating all calls onto internal call logging system).

  • Initial troubleshooting of all issues (e.g. Access control, user account processing, server/software issues etc).

  • Logging of all replacement calls with relevant hardware venders.

  • Building and distributing equipment (e.g. Laptops/PC’s, mobiles etc).

  • Asset management (e.g. recording devices against users etc).

  • Ensuring successful daily backups to disk, weekly/monthly tape rotations and resolving any issues identified.

  • Monitoring and ownership of all escalated issuer raised to 3rd parties.

  • Ensuring servers are maintained and secure including out of hours patching as required.


  • Escalation of calls to Level 2/3 within defined timeframes.

  • Maintenance of existing systems (covering both hardware, software and where applicable ICT processes and procedures) to ensure that they remain reliable, secure and fit-for-purpose.

  • Contribute to the proactive management of ICT risks and compliance issues (e.g. data protection/GDPR, cyber security, disaster recovery planning and backups).


  • Purchase and ensure competitive pricing on ad-hoc peripherals such as backup tapes, printers, laptops/PC’s etc.

People Management

  • If required, support and manage any volunteers in accordance with volunteer guidelines.

So if you are ready to progress your career further with a company that puts their people first, please apply now!


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