2nd Line Support
2 months ago
2nd Line Engineer
We have a fantastic opportunity for an experienced and professional 2nd Line Engineer with strong experience in a Virtualisation environment, Windows, Exchange, 365 and Server & Azure skills to be responsible for providing technical IT support to both internal and external customers.
This position is Hybrid with 3 days office in St Ives Cambridgeshire and 2 days from home so the successful professional will need to live within commuting distance of the office
Experience Required
* Experience of MSP Environments
* Monitoring Tools (NOC)
* Knowledge of Virtualisation Environments
* Knowledge of Storage Platforms
* Networking skills
* Firewall skills
* ITIL Experience
* Microsoft Server and Desktop OS
* Installation of Windows OS
* Microsoft Exchange & O365
* Proven Customer service skills
* Azure Cloud experience
Main duties
* Handle escalations from 1st Line Support according to the company’s escalations process
* Handling the end-to-end process of major incidents including all communication with internal/external customers
* Ensure SLA’s are met and maintained for all customers
* Ensure aged tickets are adhered to company standards
* Be a role model/mentor for all 1st Line Engineers
* Provide essential training for new starters and 1st Line Engineers
* Ensure all manuals and processes are relevant and up to date according to company standards
* To actively contribute towards the creation and the maintenance of knowledge based articles
* Continual learning and development of key skills and competencies for your position
* To aid 1st Line Engineers with phone support to external customers in order to achieve first time fixes
* Assist 1st Line Engineers with incoming phone calls when required by Line Manager
* To provide internal technical support for systems including server, desktop and networking infrastructure
* To liaise with and build strong working relationships with stakeholders
* To record all calls to ensure accurate information about the client’s systems is maintained and available to other support personnel and account managers.
* Build strong relationships with customer account managers.
* To be able to manage demanding users on customer sites who have high expectations.
* Be able to communicate technical issues and concepts to a non-technical audience.
* Complete PC Builds, Installation of Operating Systems and peripherals for internal and external customers when required
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