2nd Line Support Engineer
£30000 - £35000 per annum + Company Benefits
21 days ago
IT Support Engineer
Based in Stoke-On-Trent
£30,000 - £35,000 per annum
* Must be able to obtain an SC Clearance
As the 2nd Line IT 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.
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 Server 2012 R2, 2016 to 2019
VMware Horizon, ESXi & vSphere
Polycom VOIP hardware
Skype for Business
Office 365 suite
QNap Backup Hardware
Windows RDS (Remote Desktop Solution) systems
Dell and Meraki Switches
Palo Alto & OPNSense firewalls
HP Thin clients
Dell & Lenovo Laptops
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.