2nd Line Support Engineer

  • Shortlist
Location TAUNTON
Salary £23,000 - £28,000 Per Annum
Type Permanent
Consultant Glen Pearse
Ref 47228

 

This role primarily exists to join a dedicated team of IT support staff based in Taunton, from a range of backgrounds with one thing in common – a passion for delivering high quality, reliable and maintainable systems. The primary mission is to ensure that all staff in this rapidly growing company are provided with the best IT services we can provide. You will provide second and third line support and be able to maintain and develop the internal IT network, security and phone system. Core hours will be 9am – 5:30pm but flexibility will be required as your role may operate outside of these hours to support the business.

You are naturally expected to act in the best interest of Claims Consortium Group, our clients and customers at all times and discharge your role with professionalism and positivity. 

 

What department/s do I work in:  IT

 

My line manager is:  IT Support Manager / Service Delivery Team Leader

 

Supervisory responsibilities: n/a

 

Key Accountabilities:

  • Create and manage all aspects of user accounts
  • Fault diagnose and rectify any client/server issues
  • Support and configure firewall systems
  • Support and configure network infrastructure
  • Assist with configuration of Office 365 and ongoing support.
  • Support and configure user accounts on internal bespoke systems
  • Act as escalation point to 1st Tier Support Team
  • Support 3rd Tier Support Team with project work
  • Configure and maintain email accounts including public folders and distribution lists
  • Knowledge share
  • Manage escalated incidents and communicate with stakeholders
  • Provide efficient customer service to all departments
  • Configure and maintain network infrastructure / VMWare / ESXi
  • Repair all hardware in line with support agreements
  • Manage all aspects of hosted phone system
  • Assist with equipment procurement
  • Competent when fault diagnosing and to what level to report further issues 
  • Will need to identify development aspects to refer to departmental managers.
  • Competent in helping to make recommendations of network improvements.
  • Incident reporting and management of follow up actions

 

Location of Role: Culmhead

 

Working Conditions:  Monday – Friday 9:00am-5:30pm and flexible in line with business needs. The majority of your hours will be worked during core business hours.

 

Salary and Benefits:  Dependent on experience

 

Promotion and Training: Promotion and training opportunities available through our Learning and Development team. You will also be coached and mentored by the IT Support Manager and Service Delivery Team Leader.

 

Other Information:  Computer products include Microsoft office, Synergy platform, etc.

 

Behaviour and Conduct:

 

As a firm, we believe all individuals should be customer service driven, with a real passion for working with people. By providing innovative solutions and being engaging, teams are motivated to achieve results and provide the excellent service Claims Consortium Group is recognised for. Individuals should be driven, approachable and also flexible to work the hour’s necessary and help other employees, in order to fulfil service needs. 

 

Claims Consortium Integrity:

 

Claims Consortium works at all times lawfully and in accordance with pre-defined regulatory, compliance, company policy and processes and financial requirements e.g. Data Protection, Code of Conduct, Health and Safety, General Insurance Standards Council and Financial Conduct Authority standards.

 

 

 

 

 

 

2nd Tier Support Engineer

Person Specification

 

Essential

Desirable

 

 

 

 

Knowledge, Training and Qualifications

 

 

 

 

  • 5 or more GCSE (C grade or above) including English and Maths
  • Clear understanding of company policies (DPA/FSA/TCF/Equality and diversity/Health and Safety)
  • Network security
  • Managed switches / VLAN configuration / Routing
  • Site to Site VPN / Mobile User VPN
  • LAN / WAN
  • Hyper V and VMWare configuration, maintenance and implementation

VOIP Telephony

 

  • Deep understanding of the CCG mission, vision & values, including Powers of Engagement

 

Essential

Desirable

 

 

 

 

Skills and Experience

 

  • Good experience of all operating systems (desktop and server OS), providing 2nd /3rd line help desk support along with working as a member of a team.
  • Good experience of Microsoft Exchange and Office 365.
  • Microsoft certification.
  • Networking experience.
  • Experience of Firewall technologies would be beneficial
  • VMware / ESXi configuration and management would be beneficial
  • Familiar with ITIL
  • Asset Management
  • Hardware lifecycle

 

 

 

 

 

Essential

Desirable

 

 

 

Behaviour, Attitude and Interpersonal Skills

 

 

 

 

  • The ability to work well under pressure with a high degree of autonomy.
  • Ability to be an active member of a collaborative team and be creative in your approach
  • Build strong working relationships with customers, clients and suppliers across the business
  • Strong organisation skills and ability to prioritise
  • Positive and engaging attitude
  • Ability to remain focused and calm during busy periods
  • Confident in both written and oral communication
  • Ability to work to deadlines
  • Maintain a high level of confidentiality when dealing with data and customer information
  • Self-motivated and able to work independently as well as part of a team
  • Be an advocate and role model for Claims Consortium Group in line with our culture and values.

 

 

 

 

Essential

Desirable

 

Transport and Availability

  • Flexible on location, travel and hours dependent on reasonable business needs
  • Drivers licence required

 

 

 

 

 

 

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