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2nd/3rd Line Support Engineer

2 months ago

Cannock, Staffordshire, United Kingdom Xact Placements Limited Full time

Job Summary:

Xact Placements Limited is seeking a highly skilled 2nd/3rd Line Support Engineer to join our team in Stafford. As a key member of our technical support team, you will be responsible for providing exceptional customer service, troubleshooting complex technical issues, and collaborating with our team to deliver high-quality support solutions.

Main Responsibilities:

  • Customer Service: Provide high-level customer service for all support queries, ensuring timely and effective resolution of issues.
  • Technical Support: Consult on infrastructure problems and provide suitable system and networking solutions, taking ownership of complex incidents, changes, and problems.
  • Troubleshooting: Troubleshoot and resolve complex 3rd line issues escalated by 2nd line engineers, proactively helping to resolve 1st/2nd/3rd line tickets where required.
  • Server Support: Support the build and configuration of servers, providing timely support documents, procedures, and quick guides for the wider support teams.

Requirements:

  • Technical Experience: Solid technical support experience, ideally within an MSP, with a good understanding of networking technologies and principles.
  • Microsoft Skills: Strong knowledge of Microsoft Hyper-V, Failover Clustering, and Microsoft Storage Spaces Direct, as well as Microsoft Server 2012/2016/2019, Active Directory, DFS, DHCP, DNS, RDS, VPN, WDS, WSUS, and SCCM.
  • Networking Knowledge: Strong understanding of WAN & LAN networking concepts, including TCP/IP, DHCP, WINS, DNS, and Microsoft Windows 7 & 10, Office 2013 Onwards.
  • Communication Skills: Excellent telephone manner, communication skills, both written and verbal, and experience with IT best practices, particularly in relation to IT security and ITIL V3.

Salary: £28,000-£30,000 per annum.