2nd Line IT Support Engineer

6 days ago

Basildon, United Kingdom Talentbloc Full time

**2nd Line Support Engineer**
**£25 000 - £35 000**
**Basildon, Essex**
**Full time, Permanent**
**Shift work (weekly rotation)**
**24 days holiday plus bank holidays, NEST Pension, private Healthcare and Career progression**

This technology company has been delivering industry leading technology services for 25 years. They have been averaging a 23% growth year on year since inception.

They are passionate about people and technology, their vision is clear and concise.

If you are looking for a young, dynamic and growing business in which to forge a career, then this opportunity is for you

You will have a Degree in Computer Science/Information Technology or a Diploma in Information Technology or any relevant certified information technology qualification together with 2 - 3 years experience in 2nd Line Support. As the backbone of the supportteam, you will have a range of business infrastructure and network knowledge whilst maintaining high levels of customer service and communication.

**Key Duties**:

- Delivery of 2nd line remote support services to contracted and non-contracted customers
- Ensuring all incidents and service requests are managed through ITSM package
- Ensuring all SLA obligations are met in delivery of above services
- Ensuring any incidents or service requests that cannot be fulfilled in a timely manner are escalated to appropriate team/s (see latest guidelines)
- Implementation and / or fulfilment of remote service requests and installations when required
- Point of escalation, guidance and mentoring for junior staff
- Recommendations of relevant improvements, new technical procedures, products, or services to line management

**What we are looking for**:

- Ability to resolve typical 2nd line queries and escalations such as
- Complex desktop / PC related issues
- Server or network troubleshooting
- Office 365 administration
- Good knowledge of industry on premise infrastructure, desktop, server, datacentre, compute, storage, networking, connectivity, virtualisation, and security solutions.
- Good knowledge of industry cloud technology, Office 365, Azure, Private Cloud
- Ability to engage with more technical engineers convincingly
- Regular demonstration of keeping up to date with current and future technologies.

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