2nd Line Support IT Engineer

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