2nd Line Support Engineer

2nd Line Support Engineer

Based in Stoke-On-Trent

Permanent Opportunity

£30,000 - £35,000 per annum

MOD Project

* Must be able to obtain an SC Clearance

Job Description

As the 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 off site and within datacenters when required. Working across the Service Operations functions, you will support external and internal customers.

Responsibilities

• Manage internal maintenance and monitor patching requirements across all services.

• Service support and administration of managed service offerings - consulting with on-site support teams, delivery partners and suppliers to resolve issues within agreed SLAs (Service Level Agreements).

• Be willing to join the on-call Rota to support our services out of hours if required.

• Working closely with the Service Operations lead 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 (Service Level Agreements) and customer expectations.

• Diagnosing and resolving problems to the customers' satisfaction.

• Provide initiative-taking management of customer solutions to ensure we deliver an important level of customer service.

Administration and troubleshooting of following technologies:

• 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 (Remote Desktop Solution) systems

• Dell and Meraki Switches

• Palo Alto & OPNSense firewalls

• HP Thin clients

• Dell & Lenovo Laptops

• SharePoint

Skills, Qualities, and Experience

• Ability to work autonomously under your own initiative.

• To succeed within this role, you will need to a good communicator and be able to convey technical issues to non-technical users.

• A commitment to continually developing technical skills.

• Initiative and pro-activity matched by an ability to be a strong member of a team.

• Experience of managed service environments, with an awareness of ITIL best practice.

• Experience of build, test, and implementation of systems, along with 3rd line operational support.