2nd Line Support Engineer
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Job ref:
1174584/001_1653401881
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Location:
Stoke-on-Trent, Staffordshire
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Sector:
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Job type:
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Salary:
£25000 - £28000 per annum
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Contact:
Liam Parsons
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Email:
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Published:
8 months ago
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Start date:
ASAP
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Consultant:
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2nd Line Support Engineer
Based in Stoke
Permanent Opportunity
£25,000 - £28,000 per annum
Discretionary Bonus
* Must hold current SC Clearance or be able to obtain it
Job Description
As 2nd Line Support Engineer, you will act as a key member of the technical support team on site at our Stoke-On-Trent Offices, with the potential of supporting customer requirements offsite and within datacenters when required. Working across the Service Operations functions, you will support external and internal customers.
Responsibilities
Service support and administration of managed service offerings - liaising with on-site support teams, delivery partners and suppliers to resolve issues within agreed SLAs.
Working closely with the Service Desk Manager and supporting internal improvements on the internal toolset and IT requirements
Manage escalated customer problems, working closely with the 1st line team to ensure we deliver to SLA and customer expectations.
Be an active part of the new customer and service take on process.
Be an active part of the new service development process.
Manage internal maintenance and monitor patching requirements across all services.
Diagnosing and resolving problems to the customers' satisfaction.
Provide proactive management of customer solutions to ensure we deliver a high level of customer service.
Act as subject matter expert and mentor for both 1st and 2nd line support personnel.
Maintain and develop your own knowledge and skills in line with being an expert in your chosen specialisation.
Required Skills
Windows 10
Windows Server 2012 R2, 2016 to 2019
VMware Horizon, ESXi & vSphere
Polycom VOIP hardware
Skype for Business
Office 365 suite
Active Directory
QNap Backup Hardware
Nakivo
McAfee Anti-Virus
Sophos Anti-Virus
Windows RDS systems
Dell and Meraki Switches
Palo Alto & OPNSense firewalls
HP Thin clients
Dell & Lenovo Laptops
SharePoint
