2Nd Line It Support Engineer
3 weeks ago
2nd Line IT Support Engineer (Contract) Duration is 3 months initially (Likely to extend) Circa £250pd Inside IR35 Bolton (On-site) The role: "We are seeking an experienced 2nd line support engineer to join our newly created internal IT Service Desk team provide 2nd Line IT support to our end-users.
The ideal candidate will proactively resolve issues and complete requests, ensuring a seamless experience for clients.
With a focus on delivering exceptional customer service, you will uphold our company Service Level Agreements and contribute to the success of our IT Service Desk Team.
The candidate will act as a bridge between our 1st line support team and our 3rd line infrastructure team." Key responsibilities : 2nd Line IT Support: Provide desk side and remote 2nd line support to end-users, resolving technical issues and escalations issues effectively.
Provide 2nd line support for Microsoft 365, Azure & Windows Active directory for on premise and cloud technologies.
Ensure a seamless and positive experience for clients.
Proactive Issue Resolution: Identify and resolve issues proactively to minimize downtime.
Maintain high standards of customer service.
Microsoft Modern Workplace & Cloud Technologies: Utilize Intune, Autopilot, M365 and Azure to manage and support end-user environments.
Strong knowledge of Office 365, Microsoft Teams, Exchange, Intune, and Azure.
Implement and maintain Microsoft Modern Workplace solutions.
Technical Expertise: Demonstrate excellent knowledge of Microsoft Operating Systems and networking principles.
Proficiency in PC support, email technologies, VoIP telephony, backup solutions, firewalls, switching and routers.
Customer Service Skills: Exhibit excellent technical and customer service skills.
Communicate effectively with end-users and team members.
Manage time efficiently and build strong relationships with users.
Able to communicate with and manage VIPs support requests.
Documentation: Produce high-quality documentation for IT processes and procedures.
Maintain accurate records of support activities.
Coaching and Mentoring: Provide guidance and coaching to junior team members.
Share knowledge and best practices to enhance team performance.
Certifications desired: Microsoft 365 administrator certification or other relevant Microsoft certifications are desired.
ITIL Foundation certification (preferred) Full UK driving licence Experience required : Proven experience with at least 2 years in a similar role providing 2nd line IT support.
Strong knowledge of Microsoft Modern Workplace & Cloud technologies.
Excellent communication and customer service skills.
Ability to produce high-quality documentation.
Experience in coaching and mentoring junior team members.
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