Remote 2nd Line Support Engineer

3 weeks ago

London, United Kingdom LabTech London Limited Full time

Job Description Purpose of the Role:

The 2nd Line Engineer is a pivotal role within LabTech's IT department, designed for an individual with a strong foundation in IT support and a readiness to tackle more complex challenges. This role involves deep engagement across all areas of our infrastructure, from servers and networks to IoT and various innovative projects. The 2nd Line Engineer acts as a critical escalation point for issues beyond the scope of 1st line engineers, requiring a seasoned technical presence.

Key Responsibilities:

Advanced Support & Maintenance: Provide high level support and maintenance for IT infrastructure and applications, focusing on network infrastructure.
Technical Escalation: Act as a second line escalation point for complex technical issues, providing expertise and resolution.
Project Support & Implementation: Participate in the planning and execution of projects to advance LabTech's technology and infrastructure, with an eye towards industry trends and automation.
Client Engagement: Engage directly with clients and business VIPs, assisting in presales consultations and ensuring a smooth transition for new clients.
Documentation & Compliance: Maintain comprehensive documentation, policies, and procedures. Apply and oversee security protocols for accessing company resources.
Team Support: Assist and oversee junior team members, ensuring their tasks and projects are completed effectively.

Day to Day Tasks:

Performing advanced support tasks for servicing clients needs and requests as well as maintaining infrastructure.
Testing and implementing new products and system enhancements.
Managing failover and backup systems.
Working on escalated tickets and issues raised from 1st line
Taking on 1st line work when workload is high

Skills and Experience:

Technical Proficiency: Strong knowledge in Office 365, Axis, Windows and experience with server and network maintenance.
Certifications: CompTIA A+, 3CX Advanced Certification (Including Basic and Intermediate), and at least one of the following: CompTIA N+, CompTIA Security+, CompTIA Linux, or CompTIA Server+.
Experience: Minimum 2+ years as a 1st Line Engineer with a proven track record of resolving complex technical issues.
Communication Skills: Excellent communication abilities, capable of maintaining professional standards and informing stakeholders of technical issues and resolutions.

Qualifications :

Relevant experience and certifications as outlined above.
A demonstrable commitment to ongoing professional development within the IT field.

Performance Criteria:

Efficiency and effectiveness in resolving escalated technical issues.
Successful contribution to and implementation of IT projects.
Positive feedback from team members, clients, and business VIPs on support and project engagement.
Leadership in guiding junior team members and contributing to the team's continuous improvement.

Working Conditions:

This role requires a flexible approach, combining remote work with at least 3 days a week of onsite presence at LabTech's campuses. Working occasional overtime in order to complete and carry out necessary tasks and projects.

Opportunities for Growth:

This position offers significant opportunities for career advancement within LabTech, with the potential to progress into more senior technical roles or specialize in areas of interest based on performance and contributions to the company's IT objectives.

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