2nd Line Support Engineer

KEY ACCOUNTABILITIES

Respond to client IT support requests from any source in a timely, professional and courteous manner.
Manage both assigned and unassigned requests, prioritising effectively and ensuring agreed service levels are delivered.
Record all support requests in a clear and accurate manor, suitable for interpretation by another technician.
Set client expectations as to when a resolution is likely to be achieved, and strive to exceed that expectation, maintaining a dialogue throughout the process.
On resolution of support requests, communicate promptly to the client, fully document the steps taken and accurately record the time spent resolving the issue.
Accurately record all changes to the configuration of client systems.
Quickly identify requests which cannot be resolved, due to either time or technical constraints, and escalate appropriately.

KEY REQUIREMENTS

Minimum 2-3 years recent experience of 2nd line IT support - within a Managed Services Provider (MSP) setting, plus 1st line or other IT experience prior to this as well.

Computer troubleshooting of Windows 10, Mac OS X, Office 2016 & 2019, network & internet connectivity. (Mac OS is Nice to have)
High level understanding and experience of supporting Office365/Microsoft365 for Email, Teams, Sharepoint, Onedrive, InTune, AADC.
A good level understanding and experience of working with Azure would be beneficial.
High level understanding and troubleshooting skills in Networking, to include: LAN & WAN connectivity, router and firewall issues, firewall policies, TCP/IP, Subnets, DHCP, DNS, VPN
A good level of Windows Server 2016/2019 experience for Configuration and Troubleshooting.
A good Understanding of security and ability to work with: Anti-Virus, Firewalls, SPF/DMARC, Email Filtering, Multi Factor Authentication (MFA).
Understanding of and ability to work with Backup Software, including backup regimes, and restoring of files.
Windows and Active Directory tasks to include: setup of new user account, password resets, creating and maintaining security groups, assigning permissions, mapping network drives, connecting printers, create/amend group policies, configure Bitlocker.
Office365 administration to include: setup of new user/mailbox, setup of new shared resource, assigning of mailbox permissions.
Experience of running or assisting on IT Projects, such as Migrations to cloud services, Roll out of MFA, upgrading of on premise hardware.
Ability to take escalations from colleagues and work well within a team, helping colleagues where you can.

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