1st Line Support Technician - Byfleet

Redcentric | First Line Support Technician- Byfleet

About Redcentric

Redcentric is a leading managed service provider with a rich end-to-end solution portfolio covering the spectrum of Connectivity, Cloud, Collaboration & Security, designed and delivered by our own highly skilled teams from our privately owned, UK based multi-million pound infrastructure.

Redcentric has annualised revenues in excess of £100million, more than 600 highly skilled employees serving over 1000 customers across the UK.

With the IT landscape in constant evolution, Redcentric is built around today's modern IT challenges offering application, collaboration, infrastructure, network and IT security services. Learn more about what we do on our website.
Job description

Due to recently experienced rapid growth we are looking to hire a first line support engineer to join our talented support team. This would be an ideal position for someone who wants to gain experience in a wide variety of IT technologies and is willing to undertake a variety of tasks.

The role will suit technical individuals with a keen interest in computer hardware, great understanding of customer service and strong desire to get hands on and go the extra mile. Successful applicants can look forward to racking and configuring server hardware, providing comprehensive technical support to our client base and working with the latest networking & virtualization technologies.

On the job & external training/qualification are part of the induction & development program offered to all technical engineers.

DESIRABLE EXPERIENCE AND SKILLS

Install and configuration of computer/server hardware
Hardware/Server OS troubleshooting
Basic Windows/Linux server administration
Understanding of Desktop & Server technologies [RAID, RDP, SSH, FTP, SNMP]
Basic understanding of firewall, switch and router configurations [TCP/IP, UDP, TFTP, Routing, NAT, PAT]
Basic understanding of Web Hosting:
Domains/subdomains
Domain transfers
DNS & Name servers
FTP

Understanding of Virtualisation technologies (Hyper-V, Vmware & Onapp)
Technical customer support or Helpdesk experience
Excellent communication (written and verbal)
Any formal IT qualifications or experience is advantageous

GENERAL DUTIES

Resolving first & second line technical support via phone and ticket system
Providing excellent customer service with a “yes we can” attitude
Incident logging & following escalation process
Ad-Hoc project work and providing regular updates to Project Coordinator
Any other Relevant duties

COLOCATION

Keeping customers informed & setting expectations
Install and configuration of server hardware
Basic Server OS administration & troubleshooting
Installing & maintaining internal Windows servers & backups
Basic network troubleshooting
Server rack provisioning
Cable runs, patching & troubleshooting
Daily\weekly & monthly audits\reports

CLOUD & CONNECTIVITY

Cloud deployments and provisioning
Website & domain registration\renewals & support
DNS updates & configuration
Hosted email & antispam support
Proactive monitoring & support
ADSL troubleshooting & support
Leased Line & FTTC cable management & support

SECURITY & OPERATIONS

Access authorisation
Delivery\collections & stock checks
Monitoring of building facilities
Adhering to ITSM policies
Documenting process & incidents

Hours of Work

Successful candidates will be part of the growing 24x7 support team working out of our Byfleet and Gatwick data centres, working a 4 days on, 3 days off rotating day and night shift pattern (07:00 & 19:00 days – 19:00 – 07:00 nights).