2nd Line Support IT Engineer
-
Job ref:
1170637/001_1584105418
-
Location:
Newcastle upon Tyne, Tyne and Wear
-
Sector:
-
Job type:
-
Salary:
£24000 - £35000 per annum
-
Contact:
Tom Barrett
-
Email:
-
Published:
12 months ago
-
Start date:
ASAP
2nd Line IT Support Engineer
Location: Newcastle
Salary: £24,000 - £35,000 per annum
Role:
We're looking for a very strong 2nd line/entry level 3rd line IT engineer with a sound technical background and solid experience in all aspects of technical support. Responsible for troubleshooting a wide range of technical issues within 2nd line as well pro-active monitoring and involvement in supporting 3rd line project work.
A typical day can be varied and may include troubleshooting 2nd line issues including escalated tickets from our service desk, dealing with 3rd party vendors, field/site visits, involvement in local/cloud server and email migrations and 3rd line project work.
Key tasks:
Provide professional IT support and troubleshooting to clients via telephone, remote support and onsite visits
Diagnose and fix critical IT issues within company SLA's
Manage escalated tickets from 1st line team
Liaise directly and competently with clients regarding technical issues ensuring clients are satisfied with the resolution
Identify reoccurring technical faults and recommendations to escalations manager
Technically assist and mentor the junior technical teams
Assist with 3rd line project work
Continue learning and develop skills through training opportunities
Experience:
At least 3 yrs experience in IT
Managed Service Provider experience would be an advantage
Good understanding of technologies such as DHCP, DNS, GPO, ADDS, Exchange, networking (routing and switching), virtualisation (Hyper-V and VMware), storage, backup and cloud technologies (Azure, Office365)
Dealing with 3rd party vendors
Previous field experience is essential
Project management; server/email migration experience would be an advantage
Essential skills:
Excellent communication skills with clients via telephone, email and face to face
Ability to communicate with clients effectively, jargon free
Excellent documentation/recording skills
Able to work well as part of a team and individually
Maintain awareness of new and emerging technologies
To display a willingness to make decisions; exhibit sound and accurate judgement and include appropriate people in the decision-making process
