2nd Line Engineer

1 week ago

London, United Kingdom Just IT Full time

A long-established Managed Service Provider (MSP) is looking for an experienced and articulate 1st - 2nd Line Support Analyst to join their expanding support team.
About the Role
You will be expected to possess a solid technical knowledge base and experience working with desktop/laptop/mobile devices technical in order to support our busy customer's day-to-day IT operations. You will be required to travel to UK based customer siteson occasions (mostly within London). This role may also involve occasional travel to customer offices oversees (mainly Europe) with all expenses paid.
Desired Experience
- IT Managed Service customer support, logging support calls and managing tickets to SLA guidelines via a Service Desk.
- Strong knowledge of Windows 10 OS, Microsoft Office 365 apps and Mac OS administration.
- Perform workstation software installations, upgrades, maintenance, fixes, resolve end-user incidents and service requests via the Service Desk.
- Strong root cause analysis, troubleshooting and problem management of PC/Printer/Mobile device and Wi-Fi connectivity issues.
- Troubleshoot problems over the phone, onsite support or remote control.
- Good understanding of basic networking - routing/switching/firewall.
- Managing and troubleshooting Active Directory/DNS/DHCP/Group Policy.
- Ubiquiti Networks (UniFi) Wi-Fi controller/Access points/Switches (advantageous - not essential).
- Microsoft Exchange and Office 365 administration and support.
- Experience with Antivirus products - Panda AD360.
- Knowledge of hard drive encryption - Sophos/BitLocker.
- Knowledge of hardware and software procurement.
- Experience using RMM tools - SolarWinds N-Central/TeamViewer.
- Windows Server/client software updates/security patching.
- Working with virtualisation technologies from VMware or Hyper-V is essential.
- Windows Server 2012/2016/2019 exposure is advantageous.
- VEEAM Backup and Replication product knowledge or similar advantageous.
- Create and maintain accurate documentation.
- Work with mínimal supervision using your own initiative with a positive attitude.
- Ensure a positive approach to challenge and provide open and honest feedback.
- AV product support - Skype, Teams, Zoom.
- MUST have at least 2-3 year's experience in a similar role.
- Maybe required to carry out support at client offices in Germany on occasions.
- Project work - participate in customer migration projects and others under supervision.
- Training to be provided on VMware vSphere/Ubiquiti UniFi/Horizon VoIP system/Other managed systems and products.
- A full training plan will be provided with the opportunity to attend technical courses to further your career. This is an excellent opportunity for someone looking for a fast-paced environment where you can progress your career. Company laptop and mobilephone provided.
- Must have an excellent attendance and punctuality record

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