2nd Line Engineer
We have a fantastic opportunity for an experienced and professional 2nd Line Engineer with strong experience in a Virtualisation environment, Windows, Exchange, 365 and Server & Azure skills to be responsible for providing technical IT support to both internal and external customers.
This position is Hybrid with 3 days office in St Ives Cambridgeshire and 2 days from home so the successful professional will need to live within commuting distance of the office
Experience Required
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Experience of MSP Environments
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Monitoring Tools (NOC)
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Knowledge of Virtualisation Environments
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Knowledge of Storage Platforms
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Networking skills
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Firewall skills
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ITIL Experience
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Microsoft Server and Desktop OS
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Installation of Windows OS
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Microsoft Exchange & O365
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Proven Customer service skills
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Azure Cloud experience
Main duties
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Handle escalations from 1st Line Support according to the company’s escalations process
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Handling the end-to-end process of major incidents including all communication with internal/external customers
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Ensure SLA’s are met and maintained for all customers
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Ensure aged tickets are adhered to company standards
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Be a role model/mentor for all 1st Line Engineers
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Provide essential training for new starters and 1st Line Engineers
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Ensure all manuals and processes are relevant and up to date according to company standards
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To actively contribute towards the creation and the maintenance of knowledge based articles
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Continual learning and development of key skills and competencies for your position
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To aid 1st Line Engineers with phone support to external customers in order to achieve first time fixes
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Assist 1st Line Engineers with incoming phone calls when required by Line Manager
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To provide internal technical support for systems including server, desktop and networking infrastructure
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To liaise with and build strong working relationships with stakeholders
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To record all calls to ensure accurate information about the client’s systems is maintained and available to other support personnel and account managers.
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Build strong relationships with customer account managers.
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To be able to manage demanding users on customer sites who have high expectations.
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Be able to communicate technical issues and concepts to a non-technical audience.
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Complete PC Builds, Installation of Operating Systems and peripherals for internal and external customers when required