Career

Career 2018-05-02T13:13:34+00:00

2nd/ 3rd Line Engineer

North East Based

Competitive £ Salary 

We are a successful managed service provider delivering high quality, cost effective and sustainable IT and Telephony solutions to charities, social enterprises,
community groups and voluntary organisations.

Our extensive experience within the social change sector in both the UK and Europe ensures that we appreciate the financial and technical limits within which
organisations often work. We therefore aim to take the stress out of the management of IT and Telephony, providing our clients with transparent and reliable support, allowing them to focus on their core operations.

Set up in 2008, we are a small and friendly growing company of approximately 30 people, based in our head office in East London, Farringdon (London), the North East and Kerala (India). We are looking to expand our North East regional office in North Shields, where this position will be based.

We are looking for an experienced 2nd/3rd line engineer to work closely with our North East based IT Infrastructure Manager and our Chief Technology Officer.

Job Purpose
– To provide 2nd/3rd line support as required to Ethical IT Customers
– To work closely with the project team to design and deliver cloud solutions for customers, with particular focus on MS cloud solutions (Azure/Office365)
– To support the Technical Solutions Team (2nd line) in resolving issues that come into the service desk acting as a point of escalation for more challenging issues
– To escalate & work with third party suppliers to successfully resolve issues
– To undertake audits and provide recommendations on customers’ IT environment
– To create and maintain current technical documentation

Knowledge and experience
– Minimum of 3 years’ experience of working in 2nd/3rd line support or equivalent within an ITIL customer service environment
– Solid understanding of IT principles
– Highly proficient at supporting, installing and modifying all version of Microsoft Windows server 08/12/16 and standard Microsoft applications
– Solid experience and understanding of installation, configuration and maintenance of Active Directory Services, MS-Exchange 10/13/Online, Group
Policies
– Experience of deployment and maintenance of MS Office 365 and Azure solutions
– Experience of deploying and supporting MS Remote Desktop Services & Citrix environment
– Solid Scripting Experience
– Solid experience of VMWare & Hyper-V setup, configuration and support is essential

Qualifications and skills
– Degree or higher level education in Computer Science, Engineering or related discipline
– CCNA or CCNP qualified
– MCSE or MCSA qualified
– ITIL v3 qualified
– Demonstrable expertise in all activities associated with providing end user support and problem resolution on complex and difficult infrastructure issues including networking and server administration
– Extremely customer focused with the ability to develop and maintain strong relationships with customer contacts at all levels
– Strong written and verbal communication skills is essential– as consultation with EIT clients regarding system upgrade, design & Implementation will be
required
– Proven ability to identify and resolve challenging technical problems
– Sound judgement with demonstrable understanding of when and how to escalate issues
– Strong organisational skills, able to manage multiple tasks and prioritise effectively.
– Very flexible, can do attitude and able to quickly adapt to changing priorities.
– Able to work well both within a team and independently
– Ability to work with minimal supervision and manage a heavy workload

Please apply by sending in a copy of your CV and a covering letter demonstrating your skills and experience, as well as why you are interested in the role, to Recruitment@ethicalit.net.

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2nd Line Engineer

London Based

Competitive £ Salary

Job Purpose.

  • To provide remote and onsite second line support to EIT customers
  • To support the customer response team (first line) to resolve issues that come into the service desk acting as a point of escalation for more challenging issues
  • Ensure incidents are resolved in a timely manner to meet defined service level targets
  • To provide proactive management and maintenance of deployed customer solutions to ensure effective delivery performance and operation
  • Proactively resolve tickets assigned
  • To participate as a project resource as required
  • Participate in an on-call and site visit rota as required

Knowledge and experience

  • Minimum of 2 years’ experience of working in a level 2 support role or equivalent within an ITIL customer service environment
  • Solid understanding of IT principles
  • Experience of supporting, installing and modifying all version of Microsoft Windows server up to Windows 20012 and standard Microsoft applications
  • Good experience in installation, configuration and maintenance of Active Directory Services, MS-Exchange 10/13, Group Policies and Office 365
  • Capable of deploying and supporting MS Terminal Services & Citrix environment
  • Working knowledge of Software Packaging and Deployment solutions
  • Some experience of VMWare & Hyper -V setup, configuration and support
  • Demonstrable understanding of network infrastructure (Domains/Security/DHCP)
  • Experience with web servers, mail servers, DNS.
  • Basic competency in installation and administration of routers, switches and firewalls.
  • Maintaining and troubleshooting Backup including BackupExec, Veam & Ashay
  • Good networking skills, including knowledge and experience of IP Routing, VLAN`s, QoS, POE and ACL`s / VPNs
  • Understanding of Scripting languages (PowerShell/VBScript)
  • Experience of supporting technical projects
  • Understanding and appreciation of ITIL Frameworks
  • Experienced in training and developing junior IT staff
  • Experience in working in an MSP is highly desirable

Qualifications and skills

  • Degree or higher level education in Computer Science, Engineering or related discipline
  • CCNA or CCNP qualified or working towards qualification
  • MCSE or MCSA qualified or working towards qualification
  • ITIL v3 preferred
  • Demonstrable expertise in all activities associated with providing end user support and problem resolution on complex and difficult infrastructure issues
  • Extremely customer focused with the ability to develop and maintain strong relationships with customer contacts at all levels
  • Strong written and verbal communication skills – ability to establish effective communication with internal and external contacts.
  • Proven ability to identify and resolve challenging technical problems
  • Sound judgement with demonstrable understanding of when and how to escalate issues
  • Strong organisational skills, able to manage multiple tasks and prioritise effectively.
  • Very flexible, can do attitude and able to quickly adapt to changing priorities.
  • Able to work well both within a team and independently
  • Ability to work with minimal supervision and manage a heavy workload
  • Ability to train and mentor junior team members of the service desk

Please apply by sending in a copy of your CV and a covering letter demonstrating your skills and experience, as well as why you are interested in the role, to Recruitment@ethicalit.net.