1st/2nd Line Support Engineer

We have an excellent opportunity within our Product Test team based at our head office near Newton Abbot, Devon. You may be a 1st/2nd line helpdesk support engineer/analyst looking for a hands-on integration and testing opportunity or maybe a graduate of computer science or similar seeking a role working within an IT hardware business.

As a 1st/2nd Line Support Engineer, your role will include:

• Production and maintenance of a Test Case Database
• Definition of Test Suites and Regression Test Suites
• Execution of System Tests and Test Suites
• Generation of Test Reports
• Working with Product Support to replicate customer issues for 3rd Line Support activities
• Ensure technical documentation is maintained throughout the testing process
• Install and configure hardware operating systems and applications
• IT Systems and solution management
• Testing of 3rd party peripherals – Display / Audio Devices / USB peripherals
• Creation and ticket ownership with third party vendor support and Amulet Hotkey partners through to resolution
• Ensure all support and engineering queries are progressed & resolved within SLA
• Install, configure and test appropriate Hardware / Software to develop an improve the test network

To be considered as a 1st/2nd Line Support Engineer, you will need:

• Relevant experience in an IT and/or networking related role
• An IT specific qualification at either degree or Level 3 or 4 apprenticeship, or other relevant IT qualifications/certifications
• Networking experience, monitoring and analysis – switching, routing, security, firewalls
• Server experience – ideally both Windows and Linux
• Working knowledge of IT, with previous technical infrastructure support experience in the installation, operation, maintenance and problem-diagnosis of PC workstations
• Excellent analytical and problem-solving skills
• Possess strong sense of teamwork, integrity, self-motivation, positive attitude, and problem solving

Ideally you will have:

• Knowledge of VDI solutions including VMware
• A good balance between technology and communication skills
• CCNA, Active Directory, Citrix, VMware (VCA/VCP) desirable
• MacOS and Apple hardware experience desirable

The Benefits

– 25 days’ holiday (rising to 28 days with service) plus bank holidays
– Flexitime scheme, early finish on Fridays
– Cycle to work scheme
– Health cash plan
– Joining bonus of £500 (direct applicants only)
– Free parking and easily accessible, just off the A38
– The chance to work with an array of next-gen tech
– A strong, secure and high calibre global customer base

For an informal chat about the role please contact Karen Bonser – Head of HR.

Other organisations may call this role Support Analyst, 1st line support, 2nd line support, Technical Support Engineer, IT Support Analyst, IT Systems Analyst, Analyst, Support Analyst, IT Analyst, or Helpdesk Analyst.