2nd Line Support Engineer

3 weeks ago

Faringdon, United Kingdom PLANET RECRUITMENT SERVICES LTD Full time

**Role: 2nd line Team Lead**

**Location: Faringdon**

**Salary: 30k-40k**

**Primary activities**:

- Provide level 2 server, network and desktop technical support, diagnosing customer issues and providing a high level of first time fix
- Incident and problem management - taking over from 1st line engineers where escalation is required
- Provide exceptional service support to internal and external customers
- Provide solution(s)/work around(s) to incident and problems highlighting and escalating concerns over delivery to agreed customer SLA's
- Responsible for achieving agreed service levels at both team and individual level
- Responsible for ensuring that all tickets within the team are analysed for urgency and impact and then prioritized and allocated accordingly and in line with agreed service levels
- Responsible for direct management of a team of engineers including; identification of skills gaps, creation of skills matricies, development and implementation of training programme at both individual and team level, tangible reporting to show a serviceimprovement link between programme and individual performance
- Responsible for performance management of a team, regular score check-in's, regular performance reviews both at individual and team level, highlighting areas for improved achievement, as well as introducing performance development plans and where necessarymanaging disciplinary reviews, reviews including performance grading and salary recommendations
- Owning and developing the knowledge base for the teams and support customer base ensuring that the knowledge is documented and shared
- Keeping accurate time entries on ConnectWise

**Other activities may include**:

- Take responsibility for own continual professional development, allocating time to understand and learn the technologies your team support to more detail
- Provide hands on technical support experience, cherry picking quick technical fixed when required
- Attending customer meetings as required to help provide technical explanations and guidance of service impacting issues
- Ensuring appropriate standard and procures are adhered to during the development process to support a quality of service to customers
- Work with a variety of company and technical teams to enhance service or to develop solutions
- Carry out any other reasonable request made by the Company

**Skill and experience**:

- Strong interpersonal skills; able to communicate verbally and in writing to both technical and non-technical audiences
- Methodical approach suitable to resolution of problems / issues
- All MS Windows desktop platforms
- Install, configure, troubleshoot issues, using:

- All MS Exchange platforms
- All MS Windows server platforms
- PC/Server hardware - upgrade, both hardware and firmware, RAID configurations, iLO
- Active Directory - configures sites and services, resolve issues
- DNS - running through the DNS structure to ensure domain entries exist for DC's, moving external DNS services around to meet different IP's when internet changes
- Group policies - create, breakdown, troubleshoot issues
- Firewalls, routers & VPN's - install, configure and troubleshoot
- Office 365 - create accounts, breakdown, trouble shoot issues, AD sync etc
- G-Suite - create accounts, breakdown, trouble shoot issues
- Microsoft Hyper v / VM Ware - basic skills
- SharePoint
- Veeam - setup, implement and trouble shoot local and datacenter based backups
- Switches - install and configure, setup VLAN's, tagging, breakdown, trouble shoot issues
- Audio visual equipment - knowledge of interactive screens, accompanying suite of software, trouble shoot issues

INDIT

Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer.

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