IT Support Engineer - 2nd line

Job Description

My terrific client based in Norwich are looking for a 2nd Line IT Services EngineerMonday to Friday 8.30am - 5.30pmMUST drive and have your own car£26,000 - £28,000 p.a. - depending on your skills and experienceProviding on-site support & project planning and delivery for clients Nationwide. Most of the visits will be pre-arranged however there may be a requirement to go to site for project work & emergency support. If there are no site visits or project work scheduled,you will be working on the helpdesk, servicing clients via telephone and remote support. You will be handling 1st/2nd line tickets while working on the helpdesk.Job Role and Responsibilities Support, maintain and enhance the IT infrastructure of customers

• Log support calls received from the client’s base via telephone, email or client portal.
• Resolve calls using your own knowledge.
• Enter/Update/Follow Up calls on our Ticketing System.
• Be responsible for escalating calls to the IT Services Manager or relevant Account Manager if you are unable to provide a resolution yourself.
• Communicate the status of progress on support calls to the client on a daily basis.
• Produce weekly open issues reports and communicate with the team.
• Carry out proactive support work assigned to you by your line manager.
• Support 1st Line IT Service Engineers with escalations and/or mentorship.

Monitor client’s networks using the companys proactive 24/7 managed service system.

• Using the monitoring tools deployed, ensure that warnings and notifications are actioned in line with SLAs and helpdesk procedures.
• Ensure Patch Management is enabled for all client devices.
• Use initiative to come up with new monitoring techniques to enhance the client experience.

Ensure a high level of customer satisfaction.

• Provide excellent customer service, quality, and speed of service by ensuring the helpdesk support procedure is followed.
• Make suggestions on how to improve support delivery.
• Ensure all calls are responded to with client SLA’s.

RequirementsEssential Knowledge and Skills Required

• Strong written and verbal communication skills for both technical and non-technical colleagues and clients.
• Configure and diagnose Firewalls and networking equipment.
• Knowledge in Windows Desktop and Server Operating Systems as well as Mac Operating Systems.
• Knowledge in Office365 Administration and Systems (SharePoint, Teams, Microsoft Admin Centre, Microsoft Entra Admin and Intune)
• Passion to complete Computer and Network installations to the highest standard
• Ability to work independently and as a team on projects, from planning to implementation.
• Minimum of 2-year IT Support experience in an MSP environment
• Full UK Driving License

Desirable Knowledge and Skills

• Administration of Advanced Azure Services
• Knowledge in Linux Operating Systems in Server Deployments
• Knowledge of Databases (MySQL, MSSQL, MariaDB)
• Ability to identify possible sales opportunities.
• Familiarity of ITIL Best Practices
• Knowledge in the Sophos Central Platform

Qualifications and experience

• CompTIA Network+ Certified (or willing to work towards)
• Desirable - CompTIA Security+ Certified

Employee Benefits

• IT Training Platform with Industry Certifications with time available to study
• Long term service rewards
• Progression Opportunities
• Pension contribution

If you have the above then please email me your CV and I look forward to hearing form you!

Keyskills :
HelpdeskTicketing2nd LineMSPIT engineer