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1st / 2nd Line IT Support (Field Based)

In or around this area


Job reference

HRGO 346


up to £25000 per annum

Job Description

1st / 2nd Line IT Support (Field Based)

Job posted by: Justine Jones

Job Specification

Position: 1st / 2nd Line IT Support (Field Based)

Location: Wirral

Salary: Up to £25,000p/a

Hours: Monday - Friday days (weekends when required)

Job Overview

The Field Engineer will be based out of the Manchester office and provide 1st and 2nd line IT Support.

The ideal candidate should have at least 3-4 years' experience working within a 1st/2nd line support role, be customer service focused, naturally strives to be and do better, wants to progress their IT Career to the next level and has knowledge in Microsoft Technologies, Server Virtualization and Enterprise Networking. The candidate should be self-sufficient and have a pro-active approach to their role, able to work under pressure and have initiative.

Working as part of a geographically dispersed support team the candidate will be required to assist their engineering colleagues as and when its needed.

The role will be diverse as we work with different types of clients and environments so it's important that the successful candidate is able to adapt to situations under pressure to find resolutions.

Responsibilities and Duties

  • Assisting the Service Desk when call volumes are high
  • Resolve incidents within the Service Level Agreements
  • Attend customer sites for incidents and installations
  • Provide pre-sales technical assistance to the Sales team as and when required.
  • Build, Implement and support the companies VOIP Platform and its users.
  • Provide match day support for the sports events at the customer site, time off in lieu is given to the Engineer for the additional match day support.
  • Undertaking and working on small to medium sized projects and technical implementations as instructed by management
  • Keeping documentation up to date for all systems (hardware and software).
  • Including all applications installed and network topology/diagrams
  • Liaising with 3rd parties and suppliers
  • Escalating faults to 3rd line support if required


  • Minimum of 3 years' experience working in a 1st / 2nd line position (Essential)
  • Previous experience working for a Managed Service Provider (Desirable)
  • Full UK Driving License (Essential)
  • Knowledge of the technologies listed below (Essential):
  • Windows Server 2008 - 2019
  • Windows 7 - 10
  • Office 365 & Exchange On-prem
  • Microsoft Active Directory (On-prem and Azure)
  • Server virtualisation (Hyper-V / VMware)
  • LAN/WAN Technologies (Routers, Switches, Firewalls)
  • Basic understanding of Fiber Optic communications
  • Basic understanding of VOIP, SIP and ISDN
  • Basic understanding of ADSL/VSDL, FTTC, FTTP and Point to Point technologies
  • Experience working with Huawei Core Networking, Huawei OceanStor SAN Storage and Huawei Wi-Fi Access Controllers (Beneficial but not essential)
  • Experience working with Ubiquiti Unifi products - AP's, Switches and USG's (Beneficial but not essential)
  • Experience in working on SonicWALL & Fortinet Firewalls (Beneficial but not essential)
  • Any experience within Cyber Security would be considered as a bonus
  • Certifications relating to the required technologies would be beneficial


  • 20 Days Annual Leave (Plus Bank Holidays)
  • Competitive Salary
  • Regular Company Social Events
  • Part of a company that is rapidly growing and investing into its technical team
  • Career progression, training, and development
  • Pension scheme

Please call Nicola at HR GO recruitment for more information on 0151 3471110 or email nicola.evans@hrgo.co.uk

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