IT Support Engineer - Hampshire - 1st/2nd Line Support, Windows, Incident Management, 24x7 Shift

IT Support Engineer - Hampshire - 1st/2nd Line Support, Windows, Incident Management, 24x7 Shift

TrinIT Talent are looking for a IT Support Engineer to join our customers team based in Hampshire. This is a permanent position paying up to £34,000 depending on experience.

Job Description:-

Our client is a growing Hampshire based IT services provider who deliver 24x7x365 triage, 1st and 2nd line support to a range of IT vendors and resellers. You would be joining the 24x7 team, taking calls, remote sessions and emails, working tickets to SLA and handling monitoring alerts using documented KB processes. Occasional site visits too, depending on your experience.

A good chunk of the role is incident management. You would be running P1 and P2 bridges for customers, pulling in the right technical and business people, keeping stakeholders updated and managing the call through to resolution. The support itself covers client systems, connectivity and security products, so things like full disk encryption, Firewalls, email filtering, web security, EDR, authentication and enterprise mobility.

First month is 5 days on site, 9 to 5, while you get up to speed. After that you move onto the shift rota. 6 day duty cycle then 4 days off, made up of 2 earlies (07:00 to 14:00), 2 lates (14:00 to 22:00) and 2 nights (22:00 to 07:00). You are only expected on site for the early shifts, the rest can be done remotely. Average of 33 worked hours a week, paid on a 37.5 hour basis, with a buddy system for cover. The salary includes shift allowance and an on call allowance.

Key skills:-

* Strong working knowledge of Microsoft operating systems
* Experience in a 1st or 2nd line technical support or service desk role
* Exposure to incident management, P1/P2 bridge calls and stakeholder updates
* Ticket queue management and working to customer SLAs
* Familiarity with security and connectivity products such as Firewalls, email filtering, web security, EDR, full disk encryption, MFA or enterprise mobility
* Excellent customer service and communication skills, written and verbal
* Logical, methodical troubleshooting and the ability to stay calm under pressure
* Willingness to work a 24x7 rota including nights, and to be on site in New Alresford for early shifts

If you feel you have the right experience for this role, please get in touch by sending your CV in Word format to (see below)

TrinIT Talent will consider applications based only on skills and ability and will not discriminate on any grounds.

IT Support Engineer - Hampshire - 1st/2nd Line Support, Windows, Incident Management, 24x7 Shift