2nd Line IT Support Engineer

2 weeks ago

Chorley, United Kingdom CV-Library Full time

Job Title: 2nd Line IT Support Engineer

Location: Chorley

Salary:  £26,000 - £32,000

We have an exciting opportunity for a 2nd Line IT Support Engineer to join a growing, friendly and dynamic support team providing remote support to Businesses across the UK.

The Role of 2nd Line IT Support Engineer

Providing 2nd line technical support across our customer base via phone or email.
Record and update all incidents and problems thoroughly through the company’s ITSM system
Take ownership of all support tickets whilst adhering to first response and fix SLAs as part of the support procedure
Communicate effectively to ensure swift resolution at both technical and end user level
Maintain elevated levels of customer service for all support queries.
Maintain accurate resolution documentation in our knowledge base repositories
Train and mentoring our 1st line team to ensure a build-up of their knowledge
Liaise with 3rd party solution providers and develop excellent working relationships
Proactively involved in the planning and delivery of projects, remaining adaptable to the needs of the project.
Attend customer sites and committing repairs/new installations of equipment such as Firewalls, Servers, Workstations.

Person Specification for the 2nd Line IT Support Engineer

The successful candidate will be comfortable working as part of a team and on their own using their own initiative
Three year’s equivalent work experience within an IT Support / Managed Service Provider environment.
Be able to remain calm under pressure
Excellent problem-solving skills working in a logical methodical style with the ability to identify root cause and implement controlled changes
Have strong interpersonal skills enabling good verbal and written communication
Strong organisational skills are necessary with the ability to manage and prioritise multiple tasks simultaneously
Be flexible in their approach to travel and projects undertaken
Be driven to learn new tech and self-improve
A strong understanding of ITIL best practice and frameworks

Technical Skills - Essential

Microsoft Windows
Strong working knowledge of Windows Server Environments
Desktop OS, Windows 7/8/10/11
Remote Desktop Services experience such as VDI
Good understanding of network infrastructure
Design and implementation of server infrastructure + upgrade experience
Microsoft 365 administration and new tenant provision and setup
Google Workspace
Microsoft Azure
Familiarity with Firewalls, configuration and installation.

DNS and DHCP
Deep working knowledge of Active Directory etc.
Continuous improvement work

Desirable

Familiarity with Autotask PSA, RMM
Knowledge of ESET Anti-Malware solutions
Macintosh support and deployment
Familiarity with Fortinet Firewalls
Strong working Knowledge of ESET technologies.
Benefits

Healthcare
Career progression opportunities.
**A full driving licence is required to be able to travel to customer sites as required.

Keywords: 2nd Line IT Support, 3rd Line IT Support, IT Support Engineer, Senior IT Support Engineer

Bowdon Associates is a member of the Guild of Quality Employment Agencies and has agreed to adopt the compliance and recruitment standards that form the basis their code of conduct. A quality, transparent and responsible recruitment agency committed to raising the industry standards

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