2nd Line Engineer

Job Location: Canterbury, Kent

Salary: £22,000-£28,000

About ADM: With over 70 current staff, ADM has been one of the South East’s leading and most trusted IT service partners since 1984. With staff averaging a stay of over 11.5 years since ADM’s establishment, It’s fair to say we offer a fun, friendly and challenging environment for hardworking staff to develop within.

Network / IT Support Engineer with Help desk, Server, Desktop, Office 365 and Exchange experience required to join our team of 30+ IT support engineers, based in Canterbury. You will be joining a dedicated team of professionals that pride themselves on training and development and ensuring that our clients IT systems are operating to maximum potential. You will be part of a team working in-house and onsite when required, providing general and focused I.T. services. To engage in problem investigation/resolutions and ensure their satisfactory conclusion quickly and effectively.

Soft Skills

• Excellent communication skills (specifically verbal)
• Professional Attitude
• Be forthcoming and have a ‘can-do’ attitude
• Have a good understanding of impact and urgency
• Ability to work on own initiative and manage their own workload
• Provide 2nd Line support to our clients both onsite and offsite
• Act as a point of escalation for the 1st Line team
• Proactively help resolve tickets and if required assist the 3rd line team with new projects or ‘on-boards’
• Be pro-active in identifying new technologies and highlight any weaknesses in their current set-up
• Ensure customers SLA’s are met
• Follow company processes as documented.

Technical Skills

• Microsoft certified (MCSA preferred)
• Ability to solve PC/Server hardware and software issues
• Good understanding of Networking infrastructure (LAN/VLAN/WAN)
• Good knowledge of routers/firewalls
• Good knowledge of switches
• Wide understanding of all technologies and be comfortable troubleshooting
• 3 years previous experience on Helpdesk or as Onsite Engineer
• Experience with virtualization.

• You will be expected to work through helpdesk tickets and have the opportunity to go on-site and visit clients
• The existing team is efficient and friendly and deals with all kinds of support issues generated by the customer base of businesses and schools in the south-east.
• You will need to thrive on multi-tasking as you complete tasks like installing servers, replacing workstations, resolving OS faults as well as identifying and resolving network connectivity issues
• You will be given responsibility for your own projects where you will be expected to manage every technical aspect whilst maintaining constant liaison with the client
• You will primarily use the products and services within our established portfolio to recognise new business opportunities
• The role includes making suggestions to the client concerning future improvements in line with their individual business needs.