2nd Line Support Engineer

Job Description

Techniche Global are supporting a specialist IT Managed Services provider to appoint an experienced 2nd Line Support Engineer. You will provide technical advice to the companys clients for case which cannot be resolved by 1st line Client Support Engineers.This could involve fixing a technical fault, answering a query, fulfilling a service request - anything that is needed to allow the user to return to work satisfactorily. You will also assist with user rights, passwords, user accounts and basic level securityadministration.Most of your work will take place over the phone, by email and through fault finding programmes that enable you to diagnose and fix customer problems remotely.Rate: £170-190 per day UMB (equivalent of £33-38k per annum)Location: Teeside / Catterick/ Manchester (100% onsite)Duration: 2 months initially (possible extension)Hours: Monday - Friday: 9am - 5pmKey responsibilities and accountabilities:Remote Client Support (85%)* Effectively question users to establish symptoms* Follow guidelines and applies basic product knowledge to resolve user requests Escalate unresolved incidents.* Identify and classify incident types and service interruptions to build the knowledge system Record incidents cataloguing them by symptoms and resolutions.* Ensure service delivery in accordance with established service level agreements (SLAs) Act under guidance to record and track reliability data against the SLA* Listen to others to understand their point of view* Confidently present messages in a clear and precise manner* Share information with team members to help them become more effective Structure written and oral communication to ensure clarity* Accurately and carefully follow established procedures Check work to ensure it is complete and free from errors Act promptly to correct quality defects* Build and sustain positive relationships with team members and customers Respect and value others and be sensitive to difference opinions and perspectives* Be responsive to changing team prioritiesOnsite Client Support (5%)* Visit client sites on an as needed basis* Follow guidelines and applies basic product knowledge to resolve user requests* Work with colleagues (such as 2nd and 3rd line engineers), suppliers and customers to resolve technical problems in a timely and professional manner* Presents a positive image of the companyCoaching (10%)* Ensure your junior colleagues are supported.* Provide technical expertise and experience to junior members. Ensure knowledge is collected, stored and share appropriately.* Act as a trusted point of contact in the absence of the Team Leader Identifies and suggests ways for continuous improvementPerson specialisations Qualification* Completion of higher education or a relevant apprenticeship to a good standard. A degree or degree equivalent qualifications is desirable.* ITIL Foundation and technical certifications are a distinct advantageExperience * Experience of working in a customer facing environment a distinct advantage.* Experience of working in a corporate or MSP technology and environment.* Experience of working on own initiative.* Experience of coaching engineers/colleagues/friendsSkillsCompetent with:* All aspects of Windows desktop & application support* All aspects of tablet and mobile device support* Basic network troubleshooting incl. ping and trace route* Administering Microsoft Active Directory, Exchange Server & Office 365* Administering SIP based telephone platformsBe able to demonstrate:* A strong understanding of the companys business, processes, procedures and clients* Strong Active Directory and Exchange administrative skills* Knowledge of Microsoft Group Policy* An understanding of Microsoft Azure AD Sync and Azure AD Connect* A good understanding of Veeam Backup & Replication