1st and 2nd Line Support Engineer

Job Title: 1st & 2nd Line IT Support Analyst

Reports to: IT Manager

Location: Maidstone / Chatham area

Salary: Up to £25,993.50 depending on experience

Here at Ramsdens we provide financial and retail services to the public and across the UK from our 155 shops online. Our team is expanding along with our expanding branch network and so we are seeking an energetic and enthusiastic person to join our team in support of our network. The role encompasses both 1st and 2nd Line support providing an exciting opportunity to service support cases but also the commissioning of new branches requiring travel as the case needs. You will work from home but with a work base of our branch in Maidstone where you will be responsible for regional IT assets and configuration activities.

If you are looking to join a PLC AIM listed Company with great career prospects whose core values are 'Trusted', 'Open' and 'Passionate' then apply today.

• Summary of Main Tasks:
• To report to the RFL IT Support Manager.
• To analyse and resolve day to day technical problems in support of the RFL.
• To log all support calls and prioritise them accordingly.
• To progress project work as allocated by the IT Support Manager.
• To maintain currency on all Ramsdens systems.
• To escalate issues to the IT Manager.
• Ensure that departmental SLAs are achieved.
• To maintain a broad knowledge of state-of-the-art technology, equipment, and/or systems.
• To substitute for other team members in periods of their absence.
• To conduct new branch installations.
• To visit Ramsdens sites where physical first-hand assistance is required.
• To act as a point of escalation for issues raised by other team members.
• To perform other related duties as assigned by the RFL IT Manager and RFL Directors

NB: Job holders should note that this job description is not a definitive or exhaustive list and that their tasks may develop and change over time.

Person Specification

Essential

• Software Knowledge
• Demonstrate sound ability to support desktop environments.
• Have sound knowledge of current Windows user operating systems.
• MS Office (various versions).

Hardware Knowledge

• PC break fix.
• Routers
• WiFi
• Printers
• LANs
• WANs
• Firewalls
• Support Environment
• High standards of efficiency and determination.
• Show awareness of business operating processes.
• Sound capability handling support calls.
• Proven ability to handle high levels of call volumes.
• Communication
• Able to give and take clear instruction in various forms, i.e. verbal, e-mail
• Capable of demonstrating good listening skills.
• Able to solve problems with both staff and users alike, through effective communication.
• Take pride in personal presentation

Desirable

• Software Knowledge
• Terminal Server (RDP) users
• SQL database.
• IIS Websites
• MS Active Directory
• Microsoft Servers
• Hardware Knowledge
• VPNs
• Support Environment
• Experience using case logging systems
• Handling cash balancing issues in a retail environment

Job Types: Full-time, Permanent

Salary: Up to £25,993.50 per year

Benefits:

• Additional leave
• Company pension
• Employee discount
• Referral programme
• Sick pay
• Store discount
• Wellness programme

Schedule:

• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus scheme

Work Location: Hybrid remote in Chatham