Page 1 of 4 Job description: Public Ethical IT Services Limited. 3 Church Close, Merton, Bicester, OX25 2NB
Junior 2nd LINE ENGINEER
Type: Full time employment
Location: Fully Remote working with scheduled site visits
Reporting to: Service Operations Manager
Ethical IT: Join Our Mission to Transform IT Support
At Ethical IT, we deliver high-quality, cost-effective, and sustainability-led ICT solutions
and have recently embarked on a journey of technical automations to remove the mundane from traditional IT support and enhance employee and customer experiences.
Why join us?
We’re a family – We prioritise the wellbeing of our employees and the environment, reflected in every decision we make.
We don’t sit still – Working with Ethical IT means that you will be regularly
exposed to the latest and greatest in technological advancements, as we keep our finger on the pulse of innovation.
We’re small, efficient and effective - We are a growing team of 14 full-time staff, supported by overflow teams of up to 60 engineers, and consultants.
We’re remote first – While this role is home-based, occasional travel to client sites (primarily in London) or for team meetups may be required.
We're looking for like-minded individuals to grow with us and explore the endless possibilities of technology. Is that you?
Join Ethical IT and be part of a unique and innovative work environment where your growth and our vision for technology go hand in hand.
Page 2 of 4 Job description: Public Ethical IT Services Limited. 3 Church Close, Merton, Bicester, OX25 2NB
Job Purpose.
• To provide remote and onsite second-line support to EIT customers
• To support the customer response team (first line) to resolve issues that come into
the service desk acting as a point of escalation for more challenging issues
• Ensure incidents are resolved in a timely manner to meet defined service level
targets
• To provide proactive management and maintenance of deployed customer
solutions to ensure effective delivery performance and operation
• Proactively resolve tickets assigned
• To participate as a project resource as required
• Participate in an on-call and site visit rota as required
Tasks and responsibilities
Information Security
• Learning, understanding, accepting and abiding by the companies ‘Information
Security Policy’ at all times.
• Following the various processes and procedures in accordance with the
Information Security Management System.
• Being vigilant and aware of any potential Information Security risks as outlined
within the various Information Security policies.
• Reporting any Information Security breaches in line with the Information Security Incident Management Policy.
• Keeping up to date on the latest Information Security trends and stoking
discussions within the business.
• Practicing and demonstrating a risk-averse approach in regard to the protection of information.
Technical Support and Implementation
• Good understanding of all Microsoft technologies.
• Install, configure and maintain windows server 2016/2019.
• Network Support Services – Layer 3 switches, routers and firewalls.
• Maintaining the integrity and availability of client Infrastructures.
• Proactive management and maintenance of all deployed solution
• Capacity and performance forecasting to ensure appropriate actions are taken to
ensure the continued delivery of contracted levels of service
• Execute System Change Requests for production systems
Escalation
• Be an escalation point for the customer response team to resolve challenging
issues
• Report relevant issues to third party
Page 3 of 4 Job description: Public Ethical IT Services Limited. 3 Church Close, Merton, Bicester, OX25 2NB
• Escalate jobs as appropriate to the Service Team Leader and Service Desk Manager
Project Support
• Contribute to programming support for application integration, data migration, and reporting projects under supervision of Project Manager.
Process Management
Support the Service Desk Team Leader to:
• Ensure all relevant service desk processes are documented
• Identify and highlight areas for process clarification and improvement and assist
with the required process review work
Knowledge Management
Working collaboratively with the Service Desk Team:
• Ensure all knowledge base documents are updated, and stored consistently in a
single system (ITGlue) and easily accessible by the team
• Work proactively to ensure that all knowledge information is maintained and
updated on an on-going basis
Miscellaneous
• Participate in a 24/7 on-call support rota as required
• Participate in conference calls with customers to resolve technical issues and
provide advice
• Ensure all time spent is logged against tickets in the system (37.5 hours per week)
• Attend client sites and provide on-site support as required
Knowledge and experience
• Minimum of 2 years’ experience of working in a level 1-2 support role or equivalent
within an ITIL customer service environment
• Solid understanding of IT principles
• Experience in the use of Connectwise Manage is desirable
• Experience of supporting, installing and modifying all version of Microsoft
Windows server up to Windows 2019 and standard Microsoft applications
• Good experience in installation, configuration and maintenance of Active Directory
Services, Group Policies and Office 365
• Capable of supporting MS Remote Desktop and Microsoft 365 environments
• Working knowledge of Software Packaging and Deployment solutions
• Some experience of VMWare or Hyper -V setup, configuration and support
• Demonstrable understanding of network infrastructure (Domains/Security/DHCP)
• Experience with web servers, mail servers, DNS.
• Basic competency in installation and administration of routers, switches and firewalls.
• Solid understanding of Backup principles and best practices
• Good networking skills, including knowledge and experience of IP Routing,
VLAN`s, QoS, POE and ACL`s / VPNs
Page 4 of 4 Job description: Public Ethical IT Services Limited. 3 Church Close, Merton, Bicester, OX25 2NB
• Understanding of Scripting languages (PowerShell)
• Experience of supporting technical projects
• Understanding and appreciation of ITIL Frameworks
• Experienced in training and developing junior IT staff
• Experience in working in an MSP is highly desirable
Qualifications and skills
• Demonstrable commitment to your continued professional development
• Understanding of the ITIL framework
• Demonstrable expertise in all activities associated with providing end user support
and problem resolution on complex and difficult infrastructure issues
• Extremely customer focused with the ability to develop and maintain strong
relationships with customer contacts at all levels
• Strong written and verbal communication skills – ability to establish effective
communication with internal and external contacts.
• Proven ability to identify and resolve challenging technical problems
• Sound judgement with demonstrable understanding of when and how to escalate
issues
• Strong organisational skills, able to manage multiple tasks and prioritise effectively.
• Very flexible, can-do attitude and able to quickly adapt to changing priorities.
• Able to work well both within a team and independently
• Ability to work with minimal supervision and manage a heavy workload
• Ability to train and mentor junior team members of the service desk
Benefits:
• 25 days annual leave + bank holidays (+1 day per year of employment up to 30
days)
• Access to Confidential helplines; Financial, Mental and Physical well-being
guidance
• Private medical insurance
• Life cover of up to 4x your salary
• New certification expenses covered (training, exam vouchers)
• 2 volunteering days per year
• Statutory company pension scheme