2nd Line Support Engineer

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