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Support Engineer

2 months ago

Cannock, Staffordshire, United Kingdom Xact Placements Limited Full time

Exciting Opportunity for a 2nd/3rd Line Support Engineer

About the Role

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 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.

Main Responsibilities

  • Provide high-level customer service for all support queries, ensuring timely and effective resolution of issues.
  • Consult on infrastructure problems and provide suitable system and networking solutions to meet business needs.
  • Take ownership of complex incidents, changes, and problems, and be proactive in dealing with user issues as part of our 24x7x365 support.
  • Troubleshoot and resolve complex 3rd line issues escalated by 2nd line engineers.
  • Proactively assist in resolving 1st / 2nd / 3rd line tickets where required.
  • Support the build and configuration of servers to meet business requirements.
  • Develop and provide timely support documents, procedures, and quick guides for the wider support teams.

Requirements

  • Solid technical support experience, ideally within an MSP environment.
  • Good understanding of networking technologies and principles.
  • Strong knowledge of Microsoft Hyper-V, Failover Clustering, and Microsoft Storage Spaces Direct.
  • Excellent knowledge of:
    • Microsoft Server 2012 / 2016 / 2019.
    • Active Directory / DFS / DHCP / DNS / RDS / VPN / WDS / WSUS / SCCM.
    • Exchange On-Premise.
    • Office 365.
  • Strong understanding of WAN & LAN networking concepts, including TCP/IP, DHCP, WINS, DNS.
  • Microsoft Windows 7 & 10, Office 2013 Onwards.
  • Laptop / Desktop rollout, rebuilds, imaging, support.
  • Excellent telephone manner and communication skills, both written and verbal.
  • Experience with IT best practices, particularly in relation to IT security and ITIL V3.

Salary

£28,000-£30,000 per annum.