First Base Employment Limited

2nd Line IT Support Engineer


Location: Quedgeley, Gloucestershire

Salary: £23,000- £30,000 per annum.

Hours: 8:30am-5:30pm, 1-hour lunch


Duties and Responsibilities


•Provide 2nd line support for incoming service requests, utilising the help desk ticketing system

•Answer incoming telephone calls, tickets and emails and provide first point of contact as well as escalations

•Take ownership of support requests, ensuring they are resolved and ensure customers are communicated to at all times

•Provide excellent and effective customer service at all times

•Ensure correct ticket information is maintained at all times

•Escalate IT issues to the IT Service Delivery Manager where necessary

•Provide assistance and support to colleagues in IT-related matters, and assist on Project work as and when required

•Contribute to procedures and policies within the IT department and maintain current procedures and policies

•Perform miscellaneous job-related duties as assigned by the IT Service Delivery Manager




•Experienced 2nd line engineer with over 2 years’ experience working at this level.

•Able to demonstrate good communication skills, written, over the phone and face to face

•Experience in troubleshooting Microsoft environments

•Excellent working knowledge of windows server 2008/2012/2016/2019

•Excellent working knowledge of windows 7/8/10

•Excellent working knowledge of Office 2013/2016/2019/365

•Exchange server 2010/2013/2016/365

•Good working knowledge of Mac and Linux systems desirable

•Good working knowledge of networking LAN, WAN, Firewall, Routers, DHCP, DNS

•Backup configuration and maintenance experience

•Hands on knowledge of the procedures used in the installation modification maintenance and repair of IT hardware and software

•Hands on knowledge of the procedures used in the installation and migration of Windows Servers.

Please contact Beth if you are interested at or 01453 755 330

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