2nd Line Support Engineer / Field Engineer [permanent or contractor]
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What you'll do
- Provision of 1st & 2nd line support service for software and hardware Incidents and Service Requests via phone calls, emails and self-service tickets.
- Efficient and accurate logging of incidents and requests with a high first-time fix rate into ITSM tool.
- Installation of hardware & software and the provision and support of mobile devices.
- Working collaboratively with other teams where Incidents and Service Requests require cross-functional activities.
- Ensuring diagnostic information is fully compiled prior to any escalation.
- Documentation of resolutions into Knowledgebase and update service documentation as appropriate.
- Identification of service improvement opportunities.
- Project delivery support.
- Adherence to ITIL standards.
What they're looking for
- Proven experience in an IT support role, either in-house or with a Managed Service Provider.
- Strong verbal and written communication skills.
- Excellent troubleshooting skills for both software and hardware, with the ability to explain technical issues to a non-technical audience.
- Experience supporting Windows OS (10 & 11) and Microsoft Office 365.
- A proactive and adaptable approach to learning new technologies and skills.
- A track record of delivering high customer satisfaction and service improvements.
- Microsoft certifications (MCSE/MCSA/MCPs).
- Experience with Office 365, PowerShell, Azure, Windows Defender, Microsoft Intune.
- Knowledge of networking devices (routers, printers, laptops, firewalls, switches).
- Experience working with an IT service management tool.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Core is a high-growth Microsoft Managed Services Provider (MSP) delivering modern technology solutions across Azure, Microsoft 365, Security, and Modern Workplace. We specialise in providing a wide range of services, solutions and software to optimise our clients’ Microsoft investments. Our customers trust us to help them unlock productivity, reduce risk, and transform their businesses through technology.
We live by our CORE values: Customers first (we put customers at the heart of what we do and take accountability for our actions), One Core (we recruit, develop and retain great talent in a supportive team environment), Responsive (we’re flexible, approachable and responsive to customer needs), and Expertise (we’re proudly professional and continuously strive for excellence for customers, peers and partners).
Role overview
We are looking for a 2nd Line Support Engineer / Field Engineer to join our Service Desk team and work on-site with one of our customers in Stevenage area. This role requires a proactive, customer-focused IT professional who will provide high-quality support while ensuring excellent client satisfaction.
This role is minimum 3 days onsite.
We are open to both permanent candidates and part-time contractors. For contractors, we're happy to consider an arrangement focused on the on-site requirement only (approximately 3 days per week), with the exact working pattern and engagement to be discussed.
Duties & Responsibilities:
- Provision of 1st & 2nd line support service for software and hardware Incidents and Service Requests via phone calls, emails and self-service tickets.
- Efficient and accurate logging of incidents and requests with a high first-time fix rate into ITSM tool.
- Installation of hardware & software and the provision and support of mobile devices.
- Working collaboratively with other teams where Incidents and Service Requests require cross-functional activities.
- Ensuring diagnostic information is fully compiled prior to any escalation.
- Documentation of resolutions into Knowledgebase and update service documentation as appropriate.
- Identification of service improvement opportunities.
- Project delivery support.
- Adherence to ITIL standards.
Essential requirements:
- Proven experience in an IT support role, either in-house or with a Managed Service Provider.
- Strong verbal and written communication skills.
- Excellent troubleshooting skills for both software and hardware, with the ability to explain technical issues to a non-technical audience.
- Experience supporting Windows OS (10 & 11) and Microsoft Office 365.
- A proactive and adaptable approach to learning new technologies and skills.
- A track record of delivering high customer satisfaction and service improvements.
- Microsoft certifications (MCSE/MCSA/MCPs).
- Experience with Office 365, PowerShell, Azure, Windows Defender, Microsoft Intune.
- Knowledge of networking devices (routers, printers, laptops, firewalls, switches).
- Experience working with an IT service management tool.
Key competencies & behaviours:
- A positive and solution-oriented mindset.
- Strong analytical and problem-solving skills.
- Ability to work independently and take initiative.
- Strong teamwork and collaboration skills.
- Ability to work effectively under pressure to meet SLAs.
- High attention to detail and adherence to processes and procedures.
We offer:
- Appropriate, modern technology to support the fulfilment of your role.
- Significant focus on Learning + Development, including training courses, seminars, and social events in London.
- Supportive, ambitious and entrepreneurial culture where you'll have the freedom to drive ideas, take ownership and make a real impact.
- Two paid leave days per year to volunteer for causes that resonate with Core's values, such as charitable efforts, environmental initiatives, and supporting the next generation in tech.
- Private healthcare and Employee Assistance Programme (EAP) for mental health and wellbeing.
- Monthly WFH allowance.
- Life Assurance: 5x annual salary.
- Cycle-to-work scheme.
- Catered quarterly & annual social events.
- Travel and accommodation allowance.
Company
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