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2nd Line Support Specialist
2 months ago
We are seeking a highly skilled and experienced 2nd Line Engineer to join our busy team at Integral Recruitment Ltd. As a 2nd Line Engineer, you will play a key role in providing first response and analysis on incidents and follow through to resolution.
Key Responsibilities- Handle incoming requests and changes to the Service Desk to ensure courteous, timely and effective resolution of end user issues within SLAs
- Act as Subject Matter Experts (SMEs) on fields of expertise, and / or escalate to 3rd line, supervisor, or team leader and service desk manager
- Prioritise incidents, service requests and problems and be flexible and able to adjust based on the uniqueness of each one
- Administer and maintain the corporate estate, including workstations, servers, BYOD, MDM, O365, virtualisation & on prem applications, Azure, etc
- Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups/restores, and configuring systems and applications
- Participate in security related exercises, such as patching, security audits and the remediating actions that derive from these as and when required
- Understand the operation of Spam Filtering, Web Security and Antivirus
- Leverage provided RMM tool(s) for monitoring, administration, and remote support
- Administer and maintain the joiners / movers / leavers process in a timely and secure way
- Build and distribute corporate hardware while maintaining inventory and asset registers
- Work as part of a closely knit team of Service Delivery and collaborate effectively on a daily basis with the other IT teams
- Previous experience in 2nd Line Support in an SLA, CSAT, ITIL driven environment
- A passion for providing a high level of service desk support to internal users
- Experience with desktop and server operating systems, 365, Active Directory (including Azure AD / Entra ID)
- Good knowledge of virtualisation technologies including VDI (Horizon VMware or similar)
- Out of the box troubleshooting skills with ability to combine information while understanding the larger scale situation, and skills to communicate with non-technical resources of every level
We are a well-established financial services institution with a 100-year history. We offer a fantastic opportunity to play a key role in a growing team and provide great career progression.
