2nd Line Support Engineer

1 month ago

Bromley, United Kingdom vertex-it-solutions Full time

**Role: 2nd Line Support Engineer**

**Reports to: Service Desk Manager**

**Role**:
An opportunity has arisen for a Technical Support engineer to join an expanding team, and develop their career in a forward thinking, growing and progressive Managed Service Provider (MSP), who are providing Cloud technology, Hosted services, on site andRemote support provision, consultancy, and support services to their customers

**Responsibilities**:

- Completing technical support tasks and activities in an MSP 2nd Line Support capacity with some 1st Line support, solving IT issues remotely, via phone and using remote support tools.
- Problem solving and closing support calls on Cloud based and on-premise systems, and helping customers with issues they raise or have with their laptops, PCs, and MACs.
- Able to triage, troubleshoot (and solve where possible) issues with Servers, firewalls, WIFI and network equipment, escalating issues where necessary once initial triage has been completed
- Building and configuration of Laptops, MACs and PCs to required and standardised setups and procedures
- Answering telephone calls from customers promptly with excellent customer Service skills in a positive, can-do, customer focused manner at all times.
- Recording, managing and closing support calls to ensure quick valid response and resolution, and prevent non-compliance to Service Level Agreements (SLA’s) in line with ITIL defined processes
- Visiting Customer sites, for regular visits, ad-hoc requests, proactive visits, desk-side support or projects, as required.
- Deliver outstanding customer service, perception and satisfaction to all customers, at all times
- Deliver great teamwork and communication throughout the IT team, motivating the team to create a positive and professional work environment and deliver excellent IT support services to our customers
- Be involved with, and undertake any other duties in the office, or on site, as requested.

**Skills, Knowledge, and Experience**:
Essential:

- 2-3 years hands-on experience troubleshooting user and customer issues in Cloud based and Windows Desktop and Server environments
- Ability to build laptops, desktops from scratch and to rebuild, transferring data securely between devices where required
- You must have extensive experience of supporting, administering, and troubleshooting all Office packages such as Teams, OneDrive, SharePoint, and Outlook on Mobile phones, tablets desktops and laptops.
- You should have a good but basic understanding of networking, WIFI, and firewalls, and can triage and troubleshoot network related issues with switches, Firewalls, and Internet Lines
- Should have good experience of on-premise and Cloud based IT systems, especially with Active Directory, Azure products, Office365, and Intune
- Must have working knowledge of supporting regular Backups, and be involved with tape rotation, and restore procedures with Veeam, Symantec and other Cloud based backup vendors
- Must be able to show experience in and can support centrally controlled and standalone Anti-Virus software and should know what and how clients should be proactively managed
- Excellent knowledge of daily security activities such as security updates, password management, MFA and how to react and be proactive to general security related issues

Desirable:
An understanding of basic MAC OS and experience in setup and support issues

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