2nd Line Support Engineer

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Type: permanent (Full-time)

Location: Gateshead

Salary: £25K-32K

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About Aspire

At Aspire Technology Solutions, we look for dynamic individuals who want to work for one of the fastest growing IT and Cyber Security providers in the UK.

Our mission is to deliver technology like no other.

It is such an exciting time to join us on our journey as we continue to grow and expand!

About the role

We are looking for an Infrastructure Engineer who possesses a strong technical background and extensive experience in technical support. As an Infrastructure Engineer, you will be responsible for investigating a wide range of technical issues and diagnosing and fixing critical IT issues. You will also be responsible for managing critical IT outages with customers.

Working alongside the wider Service Desk, you will work towards continually driving home technical solutions whilst putting our customer’s needs first.

Our ideal candidate would be an experienced engineer, who is an instinctive problem solver and able to drive technical solutions. Strong communication skills will help you to diagnose the customer’s issue and explain technical issues in a way that non-experts can understand. Efficiency is also important to succeed, as you will be managing a diverse workload.

Communication with customers will take place over the phone and via email whilst utilising fault-finding programmes that assist you to diagnose and fix customer problems remotely. Customer service is key to success in the role – living our values are woven through everything we do to guarantee that our service delivery is second to none.

What you will be doing

  • Investigate and diagnose a wide range of technical issues.
  • Provide technical support to customers via email and telephone.
  • Identify recurring technical faults, root cause analysis and future fault prevention.
  • Manage critical IT outages with customers to efficiently resolve the situation.
  • Liaise with customers, stakeholders and team members to gather requirements and propose technical solutions.

You will suit the role if you have

  • Strong technical background with a good understanding of MS Server, Virtualisation, Storage and Networking technologies.
  • Proven experience in IT with a focus on technical support.
  • Excellent communication skills and the ability to build strong relationships with colleagues and customers at all levels, to diagnose issues and resolve issues.
  • Ability to work well as part of a team or individually whilst building relationships with other departments.
  • Willingness to make decisions, exhibit sound and accurate judgement and include the appropriate people in the decision-making process.
  • Experience with Windows Server, Microsoft Exchange, Active Directory, Infrastructure Hardware and Storage, VMware, Microsoft Azure & 365 administration, and Citrix is preferred.
  • Relevant certifications such as MCSE, VCP, CCNA or CCNP are an advantage.

If you are a driven individual with a passion for problem-solving and a commitment to providing exceptional technical support to our customers, we encourage you to apply for this exciting opportunity.

Our values

We understand that you might not have all of the qualifications and experiences that we think are key to succeeding in this role therefore we provide continuous learning and development at Aspire, which is at the heart of everything we do.

As long as you are passionate, eager to learn and driven to be the best at what you do and live our values this role may be a fit for you.

Salary

£25,000k to £32,000k per annum (depending on experience)

Benefits

Here at Aspire we offer a great benefits package and a competitive salary. Being a people-centric organisation is what sets us apart – we strive to look after our people in the best way we can! Travel benefits including free parking, subsidized travel passes and much more!

  • Health Cash Plan
  • Cycle to Work Scheme
  • Network Benefits
  • Employee Assistance Program
  • Enhanced Annual Leave Entitlement (increasing with length of service)
  • Enhanced Maternity, Paternity and Parental Schemes
  • Enhanced Pension Scheme
  • Tech Purchase Scheme
  • Electric Vehicle Salary Sacrifice Scheme
  • Employee referral scheme
  • New business referral scheme
  • Discounted Gym Membership
  • Life Assurance and Critical Illness cover

Location and Working Arrangements

You will be based at Aspire’s Gateshead Head Office.

Hours of Work

Full time (37.5 hours per week), Monday to Friday.

Equality, Inclusion and Diversity at Aspire

Aspire is an equal opportunity employer committed to creating a culture that respects and values each other’s differences, that promotes dignity, equality and diversity that encourages individuals to develop their true potential.

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