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2nd Line Support Engineer

3 months ago

York, York City, United Kingdom Vet Partners Full time

We have a great opportunity for a 2nd Line Support Engineer to join our growing family here at VetPartners as part of the IT Service Delivery team.

Working within a rapidly growing organization, alongside 11 other Service Engineers, you will be a 2nd line Support Engineer as part of the IT Service Delivery team.

You will help resolve IT related issues for over 650 sites across the UK.

You will need towork fast and determine if issues can be resolved internally or need to be resolved with 3rd parties.

You will be responsible for ensuring users are kept updated and deliver an elevated level of support and customer service.

The role is based in York but may require occasional travel to other UK sites. The role will also require participation in an out-of-hours on-call Rota, with overtime paid. (This involves some weekends work every ~7th weeks).A degree of hybrid working ispossible.

2nd Line Support Engineer Responsibilities:
To provide 2nd line support for incidents and requests across the group and Central office, resolving or escalating as required, reporting to the SDM your role will include but not limited to:

  • Help the team resolve tickets and escalate to 3rd parties as necessary.
  • Mentor and educate other members of the support team.
  • Manage relationships with 3rd parties.
  • Ensure an elevated level of customer service and communication with end users.
  • When needed work on adhoc requests or projects?
  • Be able to diagnose and resolve common software and hardware issues.
  • Work to meet deadlines in an environment where priorities can change quickly.
  • Creating, reviewing, and implementing SLAs (Service Level Agreements), policies, and procedures to improve the service delivery.
  • Taking ownership of P1's and seeing them through to resolution.

2nd Line Support Engineer Requirements:

Proficient in using:

  • Knowledge of license administration
  • Windows Server
  • Active Directory (Azure AD)
  • DHCP
  • DNS
  • Group Polices
  • Network topologies (LAN/WAN)
  • Firewalls, switches, VPNs, routers, WIFI
  • Windows operating systems
  • Terminal Services
  • Virtualization (VMWare, Hyper-V)

Hardware:

  • Servers, Desktops, Laptops, Printers
  • Telephony (VoIP)
  • Software
  • Antivirus
  • RMM solutions

Must have skills/knowledge:

  • Experienced with Service Desk solutions (e.g., Fresh Service, ServiceNow, Ivanti)
  • Experience of active directory and 365 admin center
  • Excellent communication and customer service skills

Desirable skills/knowledge:

  • Exchange and cloud migration technologies (Azure/AWS/Hosting)
  • Knowledge of ITIL
  • SQL
  • Thin client technologies (Axel, Wyse)

Why VetPartners?
Working in collaboration with our practices, we aim to care for people, their pets and our profession. Established in November 2015, our group includes small animal, equine and farm animal practices.

We have c.7500 employees working in almost 500 sites acrossthe UK, supported by our Central Support office in York, and collaborating nationally to provide excellent service.


Location:
York

Contract Type:
Permanent

Hours:
Full Time, 37.5 per week

Base Salary:
£ £30000 p/a, rising with experience

Benefits::

  • 37.5 hours per week + overtime available
  • Based out of our York Central Office with a high degree of flexibility
  • 25 days annual leave plus Bank Holidays with the option to buy 10 or sell up to 5 days holiday
  • Health Shield a health cash plan that can help you budget for your everyday health needs, and give discounts with supermarkets and other retailers
  • Enhanced Maternity, Paternity and Adoption leave
- £250 CPD allowance per annum

  • 10% discount for up to 3 of your pets at your local VetPartners practice


You may have experience of the following: 2nd Line Support, Helpdesk Analyst, Second Line Support Technician, IT Support, Network Engineer, Technical Support, Help Desk, Second Line Support, etc.

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