2nd Line IT Support and Delivery Engineer (Permanent)

Job Title: 2nd Line IT Support and Delivery Engineer 

Location: St Asaph, North Wales

Salary: £25,000 - £30,000 Per Annum

Job Type: Full-Time, Permanent

Working Hours: Monday to Friday - 8 am to 4.30 pm

Please note that candidates must live within a commutable distance of St Asaph to be considered for this role.

About OES:

Office Equipment Systems (OES) is a fast-growing Tech Company in North Wales providing IT and Comms technology and managed print to small & medium businesses.

With regional sales and support locations across the UK, our ambitious growth is focused on our crucial values and fundamental rules, with every product and service delivered with expertise, passion, and heart.

About the Role:

We are looking for an enthusiastic customer service-focused individual with previous experience of working within the ICT sector, preferably in an IT Helpdesk or IT Field role.

You will be responsible for taking inbound calls from customers who require technical assistance and immediately triage their calls to help and close that ticket. If you are unable to assist due to knowledge, you will be responsible for triaging the call by taking all relevant information and passing it through to the engineering team. This role will also include attending customers' sites when on-site assistance is needed.

As a Hybrid role of IT Helpdesk and field IT support and delivery, the successful candidate will be responsible for delivering IT project work in the North Wales, North West area, and throughout the UK. Delivery tasks include PC Installation, Printer Installation, Microsoft 365 migrations, and general IT Tasks.

Job Responsibilities:

• Answering the phone to inbound calls from customers who require technical help
• Troubleshoot and resolve software and hardware issues remotely over the phone and by email, and if you are unable to resolve them at the first point of contact, you will be expected to triage the incident/request and pass it on to the engineering team
• Investigating and monitoring all related ICT, network, workstation, laptop, and application performance issues
• Ensuring customer faults and incidents are resolved within SLA's
• Communicate clearly and effectively with end-users, colleagues, and management to quickly resolve issues and ensure customer satisfaction
• Ensuring all open cases are updated with relevant information and customers are regularly updated
• Responsible for giving first-class service at all times
• Attend customer site for fault resolution and project delivery works

About You:

Experience Required:

• Have an ICT background with service desk / IT Delivery experience is preferred
• Solid experience in customer service (excellent verbal and written communication skills required)
• Loves working as part of a team
• Comfortable with using CRMs and documentation solutions
• Holds a Full UK valid driving license

Remuneration and Benefits:

• Basic Salary of £25,000 - £30,000
• Staff Share Equity Scheme
• New customer referral incentive
• Free Onsite Parking
• 21 Days Holiday increasing to 25 (+ bank holidays)
• Modern Office - fully air-conditioned, shower facility and a great kitchen dining area

Extra Information:

Due to the nature of the role, the company will not be able to offer sponsorship or relocation assistance, so candidates must already reside in, and have the right to work in the UK.

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with the relevant experience or job titles of; IT, IT Helpdesk, IT Support Engineer, IT Customer Support, Helpdesk, IT Support, IT Support Technician, Infrastructure Engineer, 2nd Line Infrastructure Engineer, 3rd Line Infrastructure Engineer, 2nd Line Support Engineer, 2nd Line Support, ICT Systems Engineer, IT Service Desk Technician, 3rd Line Support, 2nd Line Support Technician, Technical Support, Technical Support Technician, IT Systems Engineer, IT Systems Technician, ICT Technician, IT Systems Support, IT Technician, Information Technology, IT, 1st Line, 2nd Line, Technical Support Engineer, Technical Customer Support, Tech Support, Tech Support Services, Customer Support, IT, Customer Services, Remote Support, Engineer may also be considered for this role.