1st Line Support Technician - Byfleet

Vacancy Name
1st Line Support Technician - Byfleet

Vacancy No
VN276

Employment Type
Full-Time

Location

Home

Type of Vacancy
Permanent

Job Description (external use)

Redcentric |First Line Support Technician- Byfleet

Division

Facilities

Job location

Byfleet

Reports to

Support Manager

About Redcentric



Redcentric is a leading managed service provider with a rich end-to-end solution portfolio covering the spectrum of Connectivity, Cloud, Collaboration & Security, designed and delivered by our own highly skilled teams from our privately owned, UK based multi-million pound infrastructure.




Redcentric has annualised revenues in excess of £100million, more than 600 highly skilled employees serving over 1000 customers across the UK.




With the IT landscape in constant evolution, Redcentric is built around today's modern IT challenges offering application, collaboration, infrastructure, network and IT security services. Learn more about what we do on our website.

Job description



Due to recently experienced rapid growth we are looking to hire a first line support engineer to join our talented support team. This would be an ideal position for someone who wants to gain experience in a wide variety of IT technologies and is willing to undertake a variety of tasks.



The role will suit technical individuals with a keen interest in computer hardware, great understanding of customer service and strong desire to get hands on and go the extra mile. Successful applicants can look forward to racking and configuring server hardware, providing comprehensive technical support to our client base and working with the latest networking & virtualization technologies.



On the job & external training/qualification are part of the induction & development program offered to all technical engineers.

Desirable Experience And Skills

Install and configuration of computer/server hardware

Hardware/Server OS troubleshooting

Basic Windows/Linux server administration

Understanding of Desktop & Server technologies [RAID, RDP, SSH, FTP, SNMP]

Basic understanding of firewall, switch and router configurations [TCP/IP, UDP, TFTP, Routing, NAT, PAT]

Basic understanding of Web Hosting:

Domains/subdomains

Domain transfers

DNS & Name servers

FTP



Understanding of Virtualisation technologies (Hyper-V, Vmware & Onapp)

Technical customer support or Helpdesk experience

Excellent communication (written and verbal)

Any formal IT qualifications or experience is advantageous

General Duties

Resolving first & second line technical support via phone and ticket system

Providing excellent customer service with a “yes we can” attitude

Incident logging & following escalation process


Ad-Hoc project work and providing regular updates to Project Coordinator

Any other Relevant duties

Colocation

Keeping customers informed & setting expectations

Install and configuration of server hardware

Basic Server OS administration & troubleshooting

Installing & maintaining internal Windows servers & backups

Basic network troubleshooting

Server rack provisioning

Cable runs, patching & troubleshooting

Daily\weekly & monthly audits\reports

Cloud & Connectivity

Cloud deployments and provisioning

Website & domain registration\renewals & support

DNS updates & configuration

Hosted email & antispam support

Proactive monitoring & support

ADSL troubleshooting & support

Leased Line & FTTC cable management & support

Security & Operations

Access authorisation

Delivery\collections & stock checks

Monitoring of building facilities

Adhering to ITSM policies

Documenting process & incidents



Hours of Work



Successful candidates will be part of the growing 24x7 support team working out of our Byfleet and Gatwick data centres, working a 4 days on, 3 days off rotating day and night shift pattern (07:00 & 19:00 days – 19:00 – 07:00 nights).