Second Line Technical Support Specialist
1 month ago
Job Description:
The role of a Second Line Support Engineer at Reboot Recruit is to provide technical support to clients. This includes utilizing RMM tools to monitor and manage problems, assisting with installs, moves, and changes, and physically building, configuring, and installing IT services and solutions.
Key Responsibilities:
- Utilize RMM tools to continually monitor and manage problems as they arise and/or proactively prevent problems arising, working together with the service desk and NOC team.
- Assist with installs, moves, and changes, including physically building, configuring, and installing IT services and solutions.
- Assist with setting up and resolving issues with audio/visual equipment.
- Provision cloud-based services by utilizing various vendor cloud portals.
- Implementation of O365 environment – Office/ SharePoint/ Intune etc.
- Log all incidents in the Service Desk system as required/directed and follow ITIL based service desk procedures and processes.
- Take ownership of client incidents and be proactive when dealing with them.
- Work independently on projects and follow best practice guidelines toward documentation and details uploaded to our knowledge base.
- Liaison with vendors to resolve issues.
- Keep the client informed regarding the status of incidents.
- Visit client sites and provide technical support for logged issues.
- Work on projects which may be under the guidance of senior engineer.
- Work within the guidelines of client specific service level agreements and objectives.
- Advise sales team on procuring IT equipment on behalf of customers.
Requirements:
- Minimum 3 years' experience working in an MSP environment.
- Configuration, support and maintenance of Microsoft Client Operating Systems.
- Configuration, support and maintenance of Microsoft Office applications.
- Support and maintenance of Microsoft 365 Cloud Services.
- Microsoft Windows server administration experience.
- Support and maintenance of WAN, LAN and WLAN technologies.
- Understanding of PC hardware set-up and configuration.
- Must drive (non negotiable).
Working Environment:
The role will be a hybrid of home working, office working and visiting client sites on rare occasions.
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