About the Role:

The Senior Service Desk/Field Engineer will provide 2nd line support to GCI’s MIT customers, as a point of escalation for 1st line support staff, in addition the role holder will provide onsite and remote technical engineering to our customer base.

Key Responsibilities:

  • Installing new equipment to customer sites, including: servers, workstations, routers and switches
  • Repairing IT faults (OS repair, hardware replacements etc.
  • Carry out project work/IT upgrades of customer’s systems
  • Migrating/upgrading servers to new hardware/cloud solutions
  • Installation of new software.
  • Remote work including diagnostic and repair of faults
  • Provide escalation support for 1st line engineers
  • Take responsibility for critical priority tickets.
  • Monitor e-mails logging tickets, following up and chasing

Previous Experience:

  • Repair and service of IT related faults and issues
  • Installation of IT equipment and software
  • Experience of MS SBS 2003-2011, MS Server OS 2003-2016, SANS and Switches

Knowledge Required:

  • Strong demonstrable skills in the management and migration of Exchange and Server Operating systems.
  • Strong understanding of the management and installation of Hyper-V and/or VMWare
  • Strong understanding of firewall technologies
  • Windows Server 2003-2016
  • Exchange server 2003-2013 (IIS & SSL Configuration)
  • Small Business Server 2003-2011
  • Active Directory/Group Policy
  • Server Virtualisation (HyperV)
  • Windows O/S and Office products
  • Email integration (BES/BIS. Active Sync, etc)
  • Remote access configuration and troubleshooting (VPN, RDP, Direct access)
  • Router/Firewall configuration including TCP/IP, NAT,PAT, static routing and wi-fi management.
  • Desirable but not essential: VMware, Cisco, SharePoint, Lync, Citrix

Skills Required

  • Capable an experienced systems engineer
  • Excellent communication skills at all levels and with both internal and external stakeholders
  • Strong diagnostic mindset, with the ability to deal with and resolve new and complex issues.
  • Excellent customer service skills
  • Able to work under own initiative but also as part of a wider team to achieve goals and meet deadlines.
  • The willingness to learn new skills and expand personal knowledge.

In return GCI can offer you a competitive salary and benefits package. The latter includes bonus, 22 days’ holiday, rising to 25 days after 2 years plus bank holidays, Westfield Health care cover, childcare vouchers, retail discount partnership, and a monthly employee recognition scheme.

Senior Service Desk/Field Engineer


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