2nd Line Support Engineer
Central London – Office based split between the two locations
£35,000 - £36,000
Code Red Associates are working with a long standing client of ours who are actively looking to add a 2nd line support engineer to their team. This is a fantastic opportunity for someone that wants to grow within an organisation, learn new skills and gain strong experience.
Key responsibilities:
With the Service Desk Manager and the ICT Infrastructure Team, ensure the delivery of day to day ICT support to the organisation’s users, covering servers, network, applications, desktops, laptops, telephony and mobile devices.
On a rota basis, undertake routine daily checks and maintenance and act as the 2nd line escalation point of contact in resolving user and technical issues.
Proactively undertake the day to day delivery of Infrastructure Service Desk operations. This will involve providing hands-on support to users. Front-end support includes thin clients, PCs, laptops, smart phones and tablets; VOIP telephony, MFDs; Vide
Conferencing/Skype meetings and various applications in addition to MS Office.
Maintain a pro-active role in monitoring all requests, incidents and problems, having complete visibility on the Infrastructure Service Desk.
Respond to Service Desk phone calls/tickets as needed, focusing on 2nd line tickets and activities, and taking on tickets escalated by the 1st line helpdesk. Escalate when necessary to the 3rd line Service Desk Analyst.
Contribute to the maintenance and documentation of the infrastructure estate: records of ICT builds, hardware, licences, systems configurations, systems and processes.
Work an out of hours shift if asked to, compensated by corporate company guidelines.
Skills:
Extensive experience of working in Service desk environments - 2nd line using ITIL service desk ticketing systems
Excellent troubleshooting skills and delivering high levels of customer service.
Strong knowledge of Microsoft Windows 10
Strong knowledge of Office365
Good knowledge of Microsoft Windows server 2012 Active Directory
Good knowledge of Citrix Xendesktop
Knowledge of Pull printing , (Xerox, Ricoh)
Knowledge of Exchange Online/Exchange 365
Supporting and administering mobile devices (laptops, smart phones, tablets, Apple IOS, Android).
Microsoft MCP or above.
Knowledge and understanding of TCP/IP, DNS, DHCP.
Experience of working with VMWare
Knowledge of VOIP (Cisco, Mitel)
We act as an Employment Agency/Business with regards to this vacancy. As an Equal Opportunities employer we welcome applications regardless of race, gender, nationality, ethnic origin, sexual orientation, religion, marital status, disability or age. All applicants are considered on the basis of their merits and abilities for the job.
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