Proactive monitoring IT Engineer

Proactive monitoring IT Engineer

Monkton Business Park, Hebburn, Tyne and Wear

£22,000.00-£28,000.00 per year

Before you read on, take note:

At ITC Service we aim to recruit highly motivated, driven, client-focused individuals who want to continue training, learning and developing in an ever-changing IT environment.

We look for team players who, like the rest of our team, always go the extra mile for our clients.

ITC Service has a reputation for going ‘above and beyond’ and we look for team members with a ‘can do’ attitude. For us attitude and drive are critical.

We promote personal development and training as we are willing to fund further training and qualifications to develop the technical skills of our team members.

We have a fantastic team and we aim to only recruit those who will contribute and embrace the team spirit.

The Role

Full Time Permenent Position,  Monday – Friday with Overtime Opportunites

We have a new vacancy for a 2nd line IT Engineer with a strong technical background and experience in remote monitoring and maintenance (RMM).

The successful candidate will be responsible primarily for our RMM system, proactively monitoring and identifying potential issues before they become problematic for our clients and identifying in advance when intervention may be required.

This role also allows for some work within the 2nd line service desk, troubleshooting more complex technical issues escalated from 1st line as well as involvement in project work (optional).

The successful candidate should be a driven individual, that enjoys problem solving and taking control of situations to emphasize technical solutions whilst putting our customers’ needs first.

Duties & responsibilities:

  • Develop and administer the automation tool (Automate).
  • Maintain automation software (upgrades, patches, integrations).
  • Develop configuration frameworks and templates.
  • Automate for provisioning, deployment, testing, monitoring and support.
  • Developing, automating, managing daily/weekly/monthly maintenance and admin.
  • Create and maintain health reports for clients.
  • Escalate RMM tickets to the relevant support team in a timely fashion.
  • Keep up to date on supported software and hardware trends and changes.
  • Identify opportunities for improvement.
  • Support the 2nd line team to provide technical support to clients via telephone, email and other channels where required.
  • Participate in further training to strengthen your technical knowledge and keep up to date with emerging technologies.
  • Technically assist/mentor the junior technical teams.

Role Requirements

  • At least 2 years experience in IT
  • Excellent interpersonal and communication skills
  • Prior experience in remote monitoring and management
  • Client-focused
  • Ability to work under pressure
  • Exceptional attention to detail / ability to keep detailed records
  • Adaptability to work between RMM/2nd line/Project work as required
  • To pro-actively problem solve
  • To be able to prioritise work recognising urgent/priority issues

Desired Experience/ Skills

  • Working knowledge of Connectwise
  • Completion of Microsoft Certified training

The Benefits of working with ITC.

  • Casual dress
  • Company events
  • On-site parking
  • Wellness programmes
  • Work from home

Apply using this form

About ITC Service

We are a fantastic team! Ok, we are biased, but really – there’s a fantastic vibe at ITC Service. Our main HQ at Monkton is a great place to work; with funky artwork, lots of space and easily accessible from around the North East.

The company began with two founding directors and now is 30 staff strong. We have an exceptionally high staff retention rate and we are very selective in our recruitment process. We don’t want our clients dealing with a new engineer each time they call; long-term relationships and partnership is key to how we operate.

The team is a mix of administrative staff, 1st, 2nd and 3rd line IT engineers, account managers and not forgetting our fantastic apprentices. Our engineers have their own specialist areas and there is no IT issue that can defeat the team!

We are a sociable team, we get on, we work exceptionally hard and we have fun. We consume a lot of coffee and cake doesn’t last very long at our HQ!

Due to our ongoing growth we occasionally have employment opportunities which are found below.

Our recruitment process involves an initial written application, a first round of interviews with our Service Desk Manager and a Team Leader and a final interview and technical written task with our Directors.

We recognise that career development is important to our staff, we offer staff ongoing training and opportunities for skill development; this is monitored and coordinated through 6 monthly staff appraisals. There is also scope for career progression within the team.

We are extremely proud of our apprenticeship programme. Offering local young people a fantastic kick-start to their career. We have apprenticeship opportunities in IT, marketing and business administration. All of our apprentices have secured full-time employment with us on completion of their training.

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