Second Line Infrastructure Support Specialist

1 month ago

Chippenham, Wiltshire, United Kingdom Peaple Talent Full time
Job Title: 2nd Line Infrastructure Support Engineer

Peaple Talent is partnering with a leading technology service provider in Chippenham to recruit a skilled 2nd line infrastructure support engineer. This role requires a strong passion for technology and a desire to develop your skills in a fast-paced environment.

The successful candidate will take ownership of escalated issues from the Service Desk and work closely with the Network Infrastructure team on Microsoft Gold Projects. This is a client-facing role that demands great commercial acumen and social skills.

The role involves a hybrid setup with 2 days of working from the office in Chippenham and occasional on-site visits to customers and clients.

Key Responsibilities:
  • Provide 2nd line customer-facing and remote support structure.
  • Offer internal IT support when required.
  • Manage helpdesk and incident management.
  • Configure and troubleshoot PCs and servers.
  • Configure and troubleshoot firewalls.
  • Perform daily system checks, including backup monitoring and reporting.
  • Deliver technical support to clients as required to meet SLAs.
  • Maintain and update internal client documentation and logging time and activities.
  • Contribute to documenting internal processes.
  • Participate in the OOH rota.
  • Ensure client satisfaction is achieved and maintained.
  • Communicate with customers regarding incident progress, changes, or agreed outages.
  • Evaluate and escalate issues that cannot be completed within agreed service levels.
  • Stay up-to-date with current and future technologies in the industry.
  • Assist in delivering complex projects.
  • Manage and deliver non-complex projects.
  • Develop knowledge of the customer's business strategy and goals.
  • Display technical skills in WAN and LAN connectivity, routers, firewalls, security, operating systems, and solutions.
  • Assist in creating and providing quotes for equipment and services to clients.
Minimum Requirements:
  • 3 years' experience working with an MSP or ISP.
  • Working knowledge of Windows Server, Active Directory, Group Policies, DNS, DHCP, troubleshooting, and administration.

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