2nd Line Support Engineer

Job Description

2nd Line Support EngineerMedway & WFH£25k - £30k DOEWe are looking for an experienced 2nd line Engineer to join this relaxed, nurturing environment where talent and hard work is acknowledged and rewarded.This hybrid role is a based from their Medway based offices / home-working but will involve customer sites visits. Currently they work one day per week in the office and 4 days per week from home.Working Hours: 09:00 to 17:30 Monday to Friday with 1 hour for lunch. Pre-agreed overtime is also offered for weekend and out-of-hours project work.They also offer a generous holiday allowance of 33 days per year (inc. bank holidays), life insurance, pension, PDP and much more.The position of a 2nd Line Support Engineer covers the more complex areas configuration and support of Windows server environments and networks.As a valued member of the Helpdesk team you will be liaising with clients, support new client onboarding, deployments and ongoing IT 2nd line support for more complex issues that require a greater skill set. A key role is to provide a technical back stopto the 1st Line helpdesk team dependent upon service demands.The successful candidate must show a diverse mindset and hard-working ethic with exceptional verbal and written communication skills. You will be able to manage your own workload, have a genuine passion for IT and be an integral team player.Key Duties

• Provide Remote and On-site support for customers.
• Provide a very high standard of professional customer service to our customers.
• Provide accurate and timely diagnosis and rectification of customer faults in a timely manner and within SLAs.
• Work with partners and third-party companies to resolve problems.
• Resolve or escalate problems and service requests according to established procedures.
• Raise, update and close calls on service desk ticket management system.
• Be aware of polices in place and ensure a mature approach is followed

Essential Technical Experience

• Microsoft Windows (all versions) experience to a high level (troubleshoot and effectively resolve issues by research/using knowledge bases in a confident way).
• Active Directory to a high level - security groups, administration/deployment, LDAP, ADSI.

• Windows Server Environment - design, deployment, maintenance and support.

• Office 365 - administration/deployment.
• Backups (various and ability to use different applications).
• Networking - design/troubleshoot/installation (VLAN, routing, switching, TCP/IP and OSI).
• PowerShell to a competent level (backup/azure/EMC).
• VPN Administration and Deployment.
• Excellent verbal and written communication skills.
• Ability to follow procedures and mindful of attention to detail.
• Able to make progress with minimal supervision.
• Ability to work consistently in a dynamic and sometimes high-pressure environment.
• Ability to problem solve and think on feet.
• Ability to manage own workload with minimal supervision.
• Ability to approach problems with a dynamic thought process.
• Clean driving licence.
• Willing to travel to customers place of work.

Desirable

• CCNA/CCNP.
• MSCP/MSCE.
• Azure administration/design and deployment (internal/external).
• Hyper-V virtualisation and VMWare environments.
• Previous experience of an MSP environment.
• Customer Service Skills.
• Mac experience.
• Degree in relevant technical discipline or relevant industry experience.

Keyskills :
Active DirectoryHelpdeskMicrosoft OfficeWindows Server2nd Line