IT Support Engineer 2nd Line

3 weeks ago

Cheltenham, United Kingdom Commercial Limited Full time

Are you technically minded and looking for a new role within IT?

If so, we are looking for a IT Support Engineer (2nd Line) to join the team as part of an ambitious growth plan.

As a IT Support Engineer (2nd Line), you will provide escalated support both in-house to Commercial’s 1st Line Team, and also to a wide variety of clients across a range of sectors.

**Your responsibilities as an IT Support Engineer (2nd Line) will be**:

- To maintain 2nd line support tickets correctly and keep the customer updated with progress every day
- Deliver exceptional service to both internal and external customers and stakeholders
- Monitor the 2nd line support ticket queue ensuring tickets are actioned within SLA
- Take ownership of the entire support process end to end and be the primary customer liaison for the issue
- Build excellent customer relationships and ensure service excellence is delivered at all times
- Assist 1st Line Engineers with technical queries to further their knowledge
- Work with third party vendors including Microsoft, Citrix and Vmware

**You will have experience with**:

- Vmware ESX/ESXi and vCenter
- Active Directory, DHCP, DNS, Group Policy, WDS and WSUS
- Windows Server 2012, 2012 R2, 2016 & 2019
- Office 365, including Exchange Online, Teams, OneDrive, SharePoint, Intune
- Citrix XenDesktop
- TCP/IP, VLAN, switching, routing and firewall configuration, VPNs and WAN environments
- SAN Technologies

**It would also be beneficial but not a requirement to have experience of the below**:

- Exchange 2013, 2016
- Microsoft Hyper-V and failover clustering
- Citrix NetScaler
- Two-factor authentication including Vasco, Azure MFA and SMS Passcode
- Corporate wireless systems including Meru, Meraki, Aruba
- Veeam Backup & Replication
- Sophos Anti-Virus

**About you**
- You will have a keen interest and enthusiasm for technology
- Previous experience within an IT role, supporting existing desktop/server infrastructures
- Exceptional customer service skills - we pride ourselves on delivering first class service to our internal and external customers and creating ‘raving fans’
- Excellent communication skills; both written and verbal
- Ability to demonstrate a high level of accuracy and attention to detail

**About us**

We are proud to be a successful, purpose-driven organisation that is on an exciting journey to achieve an annual turnover of £100m by 2025.

We are a Business Services Group made up eight divisions; Office Supplies, Managed IT, Managed Print Services, Smart Technologies, Technology, Interiors, Commercial Foundation and PPE, Facilities and Workwear.

We invest in our people so they are experts in their field, excel within their environment and continue on a journey of growth and development, personalised to them.

We are #commercialbynature.

**Benefits**

We commit to ensuring all of our employees feel truly valued and appreciated for the work that they do, every day. As a member of the Commercial tribe, you will receive the following:

- A basic salary of up £30,000 per annum
- A bonus scheme of £3000 per annum, paid quarterly upon achievement of your KPIs
- Hybrid working structure with the flexibility to work from home for part of the week
- A generous holiday allowance of 25 days plus bank holidays, which increases with length of service
- Life Insurance that offers a payment equivalent to four times your annual salary
- Access to confidential support through our Employee Assistance programme and wellbeing support including a 24-hour GP service and physiotherapy
- Other benefits such as charity volunteering opportunities, pension, cycle to work scheme, flexible working structure and more

**Diversity & Inclusion**

Together, we are committed to attracting, including, inspiring and developing our teams no matter their background, belief or way of life.

We embrace everyone’s unique perspectives and create a genuine belonging for all.

Our employees are who we are and create the brand we are today; we make better decisions and create a consumer-focused environment.

We welcome all applicants regardless of your race, ethnicity, gender, religion, disability, age or sexual orientation.
- Please visit our website for further information about us and to view our job applicant privacy notice._

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