2nd Line Support Engineer

4 weeks ago

London Area, United Kingdom Fitzrovia IT Limited Full time
Job Title: 2nd Line Support Engineer

Fitzrovia IT Limited is seeking an experienced 2nd Line Support Engineer to join our expanding service desk team. As a key member of our team, you will play a crucial role in providing exceptional technical support to our customers.

Key Responsibilities:
  • Provide professional and customer-focused technical support through the life cycle of each ticket, managing customer expectations and keeping them informed of progress.
  • Record all IT Incidents, Requests, and Problems, ensuring all relevant details are captured in line with Service Desk standards.
  • Classify calls accurately and prioritize in line with the Service Level Agreement (SLA).
  • Investigate and diagnose Incidents by providing first-line telephone support, gathering and analyzing information to identify and resolve technical Incidents.
  • Liaise with third-party suppliers where necessary, logging tickets and acting as a central point of contact.
  • Monitor and track Incidents, Requests, or Problems, escalating where necessary to other resolver groups or line Manager.
  • Log and assign tickets and monitor workloads for the other Service Desk team members.
  • Attend client sites to provide IT Support as directed by your Line Manager.
Requirements:
  • MSP background
  • 2-3 years proven experience in an IT support role (1st/2nd line)
  • Experience of working to an ITIL framework in a service desk capacity
  • Microsoft Windows Server 2016 – 2022
  • Microsoft 365 Support for Email, SharePoint, OneDrive, and Teams
  • Active Directory Management
  • Windows 10, 11 Operating System Support
  • Apple OS and Apple Mac support experience
  • Microsoft Office Suite
  • Backup Technologies such as DATTO, Acronis
  • Laptop/desktop and thin client support
Benefits:
  • Competitive Package Offered
  • Gym membership
  • Vitality at Work Business rewards & benefits
  • Cycle to Work scheme
  • Quarterly team nights out/events
  • Monthly games night with pizzas and breakfast on Wednesdays
  • Exams towards certifications relevant for your role fully paid for by Fitzrovia IT

Hours: 7.5 hours a day on a fortnightly shift pattern (8am to 4.30pm or 9am to 5.30pm or 9.30am to 6pm)

Holidays: 20 days per year, plus bank holidays. After 3 years continuous service, an extra day annual leave up to 25 days.

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