2nd Line Support Specialist

4 weeks ago

Epsom, Surrey, United Kingdom Integral Recruitment Ltd Full time
2nd Line Engineer Job Description

We are seeking a highly skilled 2nd Line Engineer to join our team in Epsom, KT17. As a 2nd Line Engineer, you will be responsible for providing technical support to internal users, resolving issues in a timely and effective manner, and escalating complex problems to the 3rd line team.

Key Responsibilities:
  1. Handle incoming requests and changes to the Service Desk via telephone, email, and ticketing system to ensure courteous, timely, and effective resolution of end-user issues within SLAs.
  2. Act as SMEs on fields of expertise, and/or escalate to 3rd line, supervisor, or team leader and service desk manager.
  3. Prioritise incidents, service requests, and problems and be flexible and able to adjust based on the uniqueness of each one.
  4. Administer and maintain the corporate estate (workstations, servers, BYOD, MDM, O365, virtualisation & on-prem applications, Azure, etc).
  5. Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups/restores, and configuring systems and applications.
  6. Understand the operation of Spam Filtering, Web Security, and Antivirus.
  7. Leverage provided RMM tool(s) for monitoring, administration, and remote support.
  8. Build and distribute corporate hardware while maintaining inventory and asset registers.
  9. Work as part of a closely knit team of Service Delivery and collaborate effectively on a daily basis with the other IT teams.
Requirements:
  1. Previous experience in 2nd Line Support in an SLA, CSAT, ITIL driven environment.
  2. A passion for providing a high level of service desk support to internal users.
  3. Experience with desktop and server operating systems, 365, Active Directory (including Azure AD / Entra ID).

This is a fantastic opportunity to play a key role in a growing team within a very well-established (100 years+) FS institution who can offer great career progression. To apply for this role, please click apply online and upload an updated copy of your CV.

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