2nd Line Support Engineer
3 weeks ago
2nd line Support Engineer
My client has a great opportunity for a 2nd Line Support Engineer to join their growing team as part of IT Service Delivery team.
Working within a rapidly growing organization, alongside 11 other Service Engineers, you will be a 2nd line Support Engineer as part of the IT Service Delivery team. You will help resolve IT-related issues for over 650 sites across the UK. You will needto work fast and determine if issues can be resolved internally or need to be resolved with 3rd parties. You will be responsible for ensuring users are kept updated and deliver an elevated level of support and customer service.
The role is based in York but may require occasional travel to other UK sites. The role will also require participation in an out-of-hours on-call Rota, with overtime paid. (This involves some weekends work every ~7th weeks). A degree of hybrid working ispossible.
As a 2nd line Support Engineer, you will have the following Responsibilities:
To provide 2nd line support for incidents and requests across the group and Central office, resolving or escalating as required, reporting to the SDM your role will include but not limited to: -- Help the team resolve tickets and escalate to 3rd parties as necessary.
- Mentor and educate other members of the support team.
- Manage relationships with 3rd parties.
- Ensure an elevated level of customer service and communication with end users.
- When needed work on ad-hoc requests or projects?
- Be able to diagnose and resolve common software and hardware issues.
- Work to meet deadlines in an environment where priorities can change quickly.
- Creating, reviewing, and implementing SLAs (Service Level Agreements), policies, and procedures to improve the service delivery.
- Taking ownership of P1’s and seeing them through to resolution.
As a 2nd line Support Engineer, you will have the following Knowledge & Experience:
Proficient in using:
- Knowledge of license administration
- Windows Server
- Active Directory (Azure AD)
- DHCP
- DNS
- Group Policies
- Network topologies (LAN/WAN)
- Firewalls, switches, VPNs, routers, WIFI
- Windows operating systems
- Terminal Services
- Virtualization (VMWare, Hyper-V)
- Hardware:
- Servers, Desktops, Laptops, Printers
- Telephony (VoIP)
- Software
- Antivirus
- RMM solutions
The 2nd line support engineer role will offer:
- Competitive salary
- Hybrid working
- Paid overtime
- 25 days holiday plus bank holidays
- cycle to work scheme
- CPD allowance
- Health Shield policy
- Buy & sell holiday and enhanced maternity/paternity pay.
- Pension
- Career progression
2nd line Support Engineer
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