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2nd Line IT Engineer

Hiring People
Job LocationBirmingham
EducationNot Mentioned
Salary£25,000 - £28,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract, full-time

Job Description

Our client is a rapidly growing value-added reseller based in Birmingham. They specialise in providing their highly valued customers an end to end IT and communications service.Due to their rapid expansion and growth, they are looking for an experienced 2nd Line IT Engineer to join their technical team.The successful candidate will be accomplished IT support engineer who is driven to succeed and will thrive on providing exemplary customer service to their rowing customer base. The successful candidate will be enthusiastic about IT, keen to develop with the flexibility to meet their customer’s needs. As part of the role you will provide technical support to their external customers and internal staff, assisting them with service incidents or requests via phone, email or onsite, during the working hours of 8:30am to 5:30pm Monday to Friday.The Responsibilities of the role include;

  • Answering support queries via phone, email or on-site
  • Maintaining a high degree of customer service for all support queries and adhere to all service management principles
  • Ensuring all SLA’s are met when responding and resolving service tickets
  • Taking ownership of user problems and be proactive when dealing with user issues
  • Logging all calls on the call logging system and maintaining full documentation
  • Maintaining a log of any software or hardware problems detected
  • Act as an escalation to the 1st line team and resolve more complex service issues
  • Working closely with 3rd party suppliers and vendors to resolve issues that cannot be resolved in house
  • Ensuring alert tickets are dealt with, troubleshooted and escalated if required to the correct support engineer
  • Being responsible for installations and maintenance of network infrastructures, cloud technologies, workstations, servers, data security, daily administration tasks, regular site consultancy pro-active support visits and end user support
  • Being responsible for scoping small projects. i.e. Wi-Fi rollout, Windows 10, basic networking setup
  • Mentor/train 1st line analysts to increase their technical knowledge
  • Being involved in the delivery of project work for customers whether that be on-site or remote
  • Assist with internal pre-sales to complement our sales function when validating products based on customer opportunities
    • Although currently due to the pandemic, the role involves a significant amount of remote working, but will require travel to existing or new customer locations across the UK. It will also involve officed based work from their HQ in Birmingham where required. A full UK driving licence is essential.The ideal candidate will have proven experience in the following areas;
  • Site visits to external customers
  • Routing, Switching and Firewalls
  • Wireless Networking
  • WAN/LAN/VLAN/VPN/NAT/DHCP/DNS
  • Windows Sever Administration (Windows Sever 2012/2016/2019) (Active Directory/Group Policy/NTFS Permissions/Print management/DHCP/DNS/Windows 10)
  • Office 365/Microsoft 365 (Exchange online/Azure AD/Intune/OneDrive/SharePoint/Exchange 2013/2016/On-site and Cloud-based backup solutions/Hyper-V/VMWare)
    • It is desirable that the candidate has experience working within the MSP sector, ideally with a working knowledge of the following vendors and technologies:
  • WatchGuard
  • Veeam
  • HPE Servers and Storage
  • HPE Aruba / Cisco Meraki Switching and Wireless
  • Ubiquiti Networking
  • Azure
  • Parallels Virtualization
  • VOIP/SIP
    • What can they offer you
  • Competitive salary
  • Perk package (including discounts at shops, cinema and local gyms)
  • Friendly, lively and fast paced working environment
  • Additional training courses for dedicated and hardworking employees
  • Company Pension Scheme
    • For a challenging and rewarding role within their friendly and social working environment, they encourage you to apply and join them in “Universally Embracing IT”.Job Types: Full-time, ContractSalary: £25,000.00 to £28,000.00 /year depending on experienceHow to ApplyIf this role is of interest and you would like to learn more, please attach your CV to the link provided and the Hiring Company will be in direct contact.

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