2nd Line Engineer

The role would encompass being part of a busy service desk team dealing with day-to-day incidents and service requests as part of their daily role. Their position would also be a point of escalation for first line engineers and there will be times when the role requires customer site and datacentre visits. The permanent position is well suited to an individual who is looking to advance their career in an MSP environment and wants to be part of a forward thinking, thriving and supportive company helping them expand and develop as an individual. Whilst this position will be mainly based at one location, the successful candidate must have their own car and be able to use this for travelling to Datacentre and Client locations. The direct report for this position will be the service desk manager., * Provide technical support and customer care through efficient and organised ticket management

• Take ownership of tickets allocated to them or their relevant ticket queue and professionally manage them through to resolution or escalation

• Provide an initial point of contact via the phone to all contractual clients, log tickets with SLA’s set and collating all details of the issue

• Manage faults through to completion, keeping our customers updated and liaising with 3rd party suppliers

• Carrying out routine maintenance tasks for internal and customer infrastructure

• To support the junior members of the team, aiding their development

• Undertake equipment builds and installations as and when required

• Ensure site security for all external facing services is maintained, including multi-factor authentication is enabled and performing regular perimeter checks where necessary

• Identify areas of improvement and make recommendations to appropriate parties

• Maintain your own personal development plan with support from your manager

• Work alongside the consulting team to enhance knowledge of projects

• Assist the consulting team on projects for internal and clients

• Can demonstrate 2nd Line experience of working a part of a ServiceDesk team

• Provide excellent customer support through an organised ticket management system

• Good verbal and written communication

• Is comfortable working on customer sites when required with or without client IT staff

• Is able to show experience working with Remote Monitoring Tools for maintenance and support

• Can Respond effectively and appropriately to all customer requests and enquiries

• Understands agreed time scales and the need for escalation

• Able to deal with issues calmly when under pressure

• Can create and update customer-related technical documents and reports, advising clients on appropriate IT changes and updates

• Has Office 365 Cloud (Email, SharePoint, Teams, OneDrive) experience

• Strong troubleshooting skills and a methodical approach

• Has hands on experience with working infrastructure such as Laptops, Workstations, Servers,

• Knowledgeable in Microsoft domain infrastructure; group policy, DNS, DHCP, Active Directory etc. 2016 – 2022

• Has experience working with Backup Solutions in day-to-day operations

• Can demonstrate a good understanding of networking fundamentals

• Can demonstrate a basic understanding of change control processes

Desirable Skills

• Self-confident with the ability to transmit appropriate messages to appropriate audiences

• Has working experience of public Cloud infrastructure such as AWS and Azure

• Can effectively communicate with third partiesvendors

• Can understand and document third party applications

• Ability to pro-actively support and collaborate with service providers

• Has working experience with Google Workspace

• Company pension

• Employee discount

• Free parking

• Private medical insurance, * Competitive salary

• Structured training opportunities

• Relaxed dress code in the office; smart casual on customer sites

• Hybrid working environment (office/home)

• Company pension scheme

• Private medical insurance (after a qualifying period)

• Active social committee with monthly events and competitions

• Free parking

• Employee discounts