2nd Line Support

2 weeks ago

Lichfield, United Kingdom Digital Waffle Full time

**2nd Line Support**:
**Job details**:

- Posted 12 March 2024
- Salary £30000 - £37500 per annum
- LocationLichfield
- Job type Permanent
- Discipline Infrastructure
- ReferenceZJ-65-23
- Contact NameZak Jones

**Job description**:
**Job Title: 2nd Line Support Engineer**
**Salary: £30k-£37.5k (DOE)**
**Location: Lichfield, UK (Hybrid)**

**Position Overview**:
We are seeking a talented and dedicated 2nd Line Support Engineer to join the team on a contract basis. As a crucial member of the support team, you will play a key role in providing technical assistance and resolving complex issues. This position offers an excellent opportunity to showcase your expertise in the Microsoft tech stack while working in a dynamic and collaborative environment.

**Responsibilities**:

- Provide 2nd line technical support to clients, resolving issues efficiently and effectively.
- Troubleshoot and diagnose hardware, software, and network problems using a variety of tools and techniques.
- Act as a point of escalation for 1st line support technicians, providing guidance and assistance as needed.
- Collaborate with internal teams to identify and implement solutions to recurring issues.
- Document support processes, procedures, and resolutions for future reference. Ensure adherence to service level agreements (SLAs) and deliver exceptional customer service at all times.

**Requirements**:

- Proven experience in a 2nd line support role, preferably in a managed services environment.
- Strong technical proficiency in the Microsoft tech stack, including Windows Server, Active Directory, Exchange, InTune, Office 365, Azure, VMWare and general networking, Mitel, VoIP and ServiceNow.
- Excellent troubleshooting and problem-solving skills with a keen attention to detail.
- Solid understanding of networking principles and protocols.
- Effective communication skills with the ability to convey technical information clearly and concisely.
- ITIL certification or relevant experience preferred. Ability to work independently and collaboratively in a fast-paced environment.
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