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- Tasks: Provide 1st/2nd line tech support and resolve issues via various channels.
- Company: Join a dynamic Managed Services team with a focus on customer satisfaction.
- Benefits: Flexible hours, competitive pay, and opportunities for professional growth.
- Why this job: Be part of a 24/7 team and make a real difference in tech support.
- Qualifications: Experience with Windows Server, Office 365, and strong networking knowledge.
- Other info: Fast-paced environment with a chance to enhance your technical skills.
The predicted salary is between 30000 - 42000 £ per year.
Responsibilities:
- Providing 1st/2nd Line technical support, answering support queries via ticketing system, email and telephone.
- Resolve cases remotely (ServiceNow/email/phone) where possible, or directly on customer sites (as and when needed) in line with target resolve times.
- Ensure that 1st/2nd Line cases are managed through to resolution, ensuring customer communication, case updates, Knowledge Base articles and activities are all performed to a high standard.
- Be part of 24/7 rota.
- Manage own time effectively and efficiently, ensuring expectations are managed and communicated.
Experience and Qualifications:
- Experience of working in a busy and dynamic Managed Services Environment with the following technologies:
- Windows Server (2012 - 2019)
- Virtualisation (HyperV and VMWare)
- Office 365 Administration
- Exchange Server
- MS Remote Desktop Services and Thin Client Devices
- Good level of TCP/IP networking and wireless networking knowledge
- Antivirus (Sophos or similar)
- Windows 7-10 client support
2nd line engineer employer: Armstrong Knight
Contact Detail:
Armstrong Knight Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd line engineer
✨Tip Number 1
Network like a pro! Reach out to your connections in the tech world, especially those who work in Managed Services. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, be ready to discuss your experience with Windows Server, Virtualisation, and Office 365. Real-life examples of how you've tackled tech issues will make you stand out.
✨Tip Number 3
Be proactive! If you see a job that fits your skills on our website, don’t wait around. Apply straight away and follow up with a quick email to express your enthusiasm. It shows you're keen and ready to jump in!
✨Tip Number 4
Prepare for the unexpected! Since this role involves being part of a 24/7 rota, be ready to discuss your flexibility during interviews. Share examples of how you've managed your time effectively in previous roles to reassure them you're the right fit.
We think you need these skills to ace 2nd line engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with the specific technologies mentioned in the job description, like Windows Server and Office 365. We want to see how your skills match up with what we're looking for!
Showcase Your Support Skills: In your application, emphasise your experience in providing 1st/2nd line support. Share examples of how you've resolved technical issues and communicated effectively with customers. This is key for us!
Be Clear and Concise: When writing your cover letter or application, keep it straightforward. We appreciate clarity, so make sure you get to the point while still showcasing your personality and enthusiasm for the role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Armstrong Knight
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows Server, Virtualisation, and Office 365. Be ready to discuss your experience with these technologies in detail, as well as any troubleshooting scenarios you've encountered. This will show that you're not just familiar with the tools, but that you can effectively use them in a real-world setting.
✨Demonstrate Customer Service Skills
Since the role involves dealing with external customers, be prepared to share examples of how you've successfully managed customer queries in the past. Highlight your communication skills and how you ensure customers are kept informed throughout the support process. This will demonstrate your ability to handle cases with professionalism and care.
✨Showcase Your Problem-Solving Abilities
Prepare to discuss specific instances where you've resolved technical issues, especially under pressure. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help interviewers see your thought process and how you approach problem-solving in a busy environment.
✨Be Ready for Scenario-Based Questions
Expect questions that put you in hypothetical situations related to 1st/2nd line support. Practice responding to scenarios where you need to manage your time effectively or deal with a difficult customer. This will help you demonstrate your critical thinking and adaptability, which are key for this role.
