2nd Line Support Engineer

3 days ago


Derby, United Kingdom Xuper Limited Full time

2nd Line Support Engineer Derby Head Office Full-time, Permanent About Xuper: We have established our principles and culture over the last 38+ years. Our principles have enabled us to develop a team who work efficiently, are ambitious, motivated, and friendly, creating a positive culture and environment within and outside of the office.We always ensure working with or for Xuper is a positive experience for our staff, partners, and clients. Working across the world means we have experienced many different cultures and organisations from small local businesses to multinational corporations. We pride ourselves on always respecting each other within the office and our partners and clients. At Xuper we provide an extensive range of products, services and solutions selling global support, hardware, software, audio visual/video conferencing hardware solutions including video conferencing systems and associated professional services. Role Responsibilities: - Logging of service tickets, ensuring all the fields are completed, assigning the correct priority status to the call - Logging support tasks with external support companies and suppliers. Seeing the task through to a satisfactory conclusion - Assist with providing cover for 1st Line Engineers while they are on holiday through ticket management, escalating and distribution - Proactively seek resolutions for customers; keep customers informed of progress - Provide technical support on all IT related matters aiming at resolving majority of incidents at first point of call using advanced diagnostic techniques, system administrator rights and remote control of desktops Essential Technical Requirements: - Firewall Management - AD and exchange - PC hardware and software set=up and configuration - Router Configurations - Good understanding of networking technologies (TCP, IP, DNS, IPV4, IPV6, DHCP) - Good experience with Microsoft 365/Windows 10/technical experience with strong understanding of office 365 Architecture Desirable Technical Requirements: - VMware experience is advantageous - M-100 Qualification - Microsoft training in Office 365, Productivity or SharePoint - Experience with design, implementation, and optimization of Teams and Exchange technologies - Working experience with Hybrid Directory Services technologies including ADFS and Azure AD Personal skills: - Able to prioritise under pressure and work to deadlines - Flexible, calm, and approachable "cando" attitude - Solid customer relations skills to understand clients/client representative concerns and requirements - Excellent decision-making skills, judgement, planning and organisation skills - Ability to work well within team, supporting other team members - Process-focused



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