2nd Line Support Engineer
5 days ago
2nd Line Engineer
Amersham/Hybrid (3-4 days Office based)
Up to £38k + Benefits
This client is a well established Solutions provider that works across four primary sectors: Construction, Retail & Hospitality, SMEs, and Education. With over two decades of experience, they provide a full spectrum of technology services, from consultancy and design to implementation, ongoing management, and support of technological systems.
Having acquired a new permanent office space in Amersham they are relocating and the opportunity and this opened up a new opportunity for a Second Line Engineer.
This business operates with a lean specialised team and requires a candidate with a broad knowledge of IT Infrastructure not reliant on multiple escalation points; including a comprehensive knowledge of Microsoft stack, Networking and routing concepts, Virtualisation technology and Firewall protocols.
No overtime, no shift pattern and a busy environment where everyone contributes regardless of their title...
The Role
To provide second line support to clients. The role will be a hybrid of home working, office working and visiting client sites on rare occasions. You will use the PSA system to log all requests, issues and incidents and maintain full details of the actions taken to achieve resolution.
To provide second line technical support. This may include:
- Utilize the RMM (Remote Monitoring and Management) tools to continually monitor and manage problems as they arise and/or proactively prevent problems arising, working together with the service desk and NOC team.
- To assist with installs, moves, and changes.
- Physically building, configure, installing or repairing IT services and solutions.
- Assist with setting up and resolving issues with audio/visual equipment.
- Provision cloud-based services by utilizing various vendor cloud portals.
- Implementation of O365 environment – Office/ SharePoint/ Intune etc.
- Log all incidents in the Service Desk system as required/directed and follow ITIL based service desk procedures and processes.
- Take ownership of client incidents and be proactive when dealing with them.
- Work independently on projects and follow best practice guidelines toward documentation and details uploaded to our knowledge base
- Liaison with vendors to resolve issues
- Keep the client informed regarding the status of incidents.
- To visit client sites and provide technical support for logged issues.
- To work on projects which may be under the guidance of senior engineer.
- Working within the guidelines of client specific service level agreements and objectives.
- Advise sales team on procuring IT equipment on behalf of customers
Skills and Person Specification
- Minimum 3 years' experience working in an MSP environment
- Configuration, support and maintenance of Microsoft Client Operating Systems
- Configuration, support and maintenance of Microsoft Office applications
- Support and maintenance of Microsoft 365 Cloud Services
- Microsoft Windows server administration experience
- Support and maintenance of WAN, LAN and WLAN technologies
- Understanding of PC hardware set-up and configuration
- Must drive (non negotiable)
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