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2nd Line Engineer
3 months ago
Investigo's major client based in Surrey is seeking an experience 2nd Line Desktop support engineer to join an existing team. You will be required to be on site 4-5 days a week for the first 2-3 weeks then to a Hybrid model after relationships are formed.
Responsibilities
- Provide excellent customer service and be the first point of call for IT support queries from internal staff, this could be via phone, email, Teams, and face-to-face.
- Take ownership of tracking and remediating security vulnerabilities within a given timeframe.
- Administer the internal ticketing system and act upon requests for change and system access.
- Diagnose a wide range of issues, from the user desktop environment to server applications.
- Be able to spot potential technical vulnerabilities and suggest resolution.
- Proactively monitor systems and take preventative measures to reduce system downtime.
- Highlight possible trends from re-occurring incidents.
- Update the internal knowledgebase with both technical guides for colleagues, and system usage procedures to aid customers.
- Work collaboratively with parent company & third party support services on diagnosing and troubleshooting issues.
Key skills
- Excellent experience with Microsoft technologies across the board:
- Active Directory and GPO administration.
- Exchange administration.
- Win10 desktop management using SCCM, WDS & WSUS
- Good general knowledge of networking and technologies:
- The TCP/IP stack.
- Concept of VLANs and firewalls.
- Wireless configurations.
- Experienceinremediating vulnerabilities within a Microsoft environment:
- Scanning tools such as Nessus or Qualys.
- 2 years+ of 1st line technical helpdesk environment.
- 2nd line technical support experience
Desirable:
- Experience of working within a change control environment or financial institution.
- Experience in virtualisation platforms such as VMware vSphere and ESX.
- Exposure to cloud based environments, e.g. AWS, Azure.
- Exposure to Microsoft Server
- Exposure to administration of telephony platforms, e.g. Avaya, Genesys.
