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2nd Line IT Helpdesk Support Engineer

Location:
Chiswick Business Park
Department:
IT
Salary Details:
£23-26,000 dependant on experience plus car, mobile phone & laptop
About The Role

This role provides first and second line helpdesk support to staff, assisting them with hardware and software problems via the phone, email and ticketing system.

KEY RESPONSIBILITIES:

• To provide first & second line technical support, answering support queries via phone, email, ticketing system & site visits to our front offices.
• Administration of user accounts & permissions across AD & our in-house CRM software.
• Deliver a high level of professional customer service on the phone & face-to-face when on-site.
• Log all calls & resolutions to the helpdesk logging system.
• Support users in the use of computer equipment & peripherals including telephone & mobile devices by providing necessary training & advice.
• Asses total monthly workload & use data to target Problem Management.
• Where relevant, arrange for external support when incidents cannot be resolved in-house.
• Escalate more complex calls to relevant IT support staff.
• Maintain an organised daily structure, working to close assigned jobs in an adequate time frame.

WE OFFER:

  • Competitive salary depending on experience
  • Comprehensive induction programme
  • Ongoing mentoring and training
  • Exposure to diverse aspects of the business
  • Meaningful career progression
  • Vibrant company culture, including paid-for social events
  • Well-being package including enhanced sick pay and subsidised gym
  • Enhanced parental policies, including generous shared parental leave
LOCATION:
 
Our stunning Chiswick Park headquarters. Chiswick Business Park is built around a lake and offers weekly events such as food festivals, zip-lining and beach volleyball in the summer.
About You

KEY REQUIREMENTS:

• An experienced 2nd line engineer
• Excellent communication skills with a professional approach to customer services
• Strong time management skills
• Ability to remain calm under pressure during challenging times
• An intuitive and methodical approach to diagnose hardware and software faults in desktop PCs, printers and mobile devices
• Ability to develop and maintain strong customer relationships
• Exceptional customer service skills including experience of dealing with diverse customer groups
• Highly proficient in administering and maintaining Windows 10 and Mac OS environments
• Proven knowledge of Microsoft Applications and Active Directory
• Experience troubleshooting basic network, software and printing problems
• Current UK driving licence

DESIREABLE REQUIREMENTS:

• Experience of administering Apple mobile devices
• Knowledge of Microsoft Azure environment
• Knowledge of Exchange Management Console

About The Company

At Foxtons, we’re famous for setting the standard in property. We do this by hiring brilliant people to help achieve our goal of being the best place for our customers to find their dream home or unlock the value of their property investment.

Over the last 30 years we’ve built a network of over 60 branches and a strong operational infrastructure that enables our teams to achieve the highest standards in delivering exceptional service to our customers. Award-winning training ensures our teams have the strong local expertise that our customers expect from us, while our market-leading technology empowers all our staff to provide the best customer experience possible.