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2nd-Line Technical Support Engineer

Chapman Tate Associates
Job LocationSutton Coldfield
EducationNot Mentioned
Salary30,000 - 35,000 per annum, negotiable, pro-rata, i
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time Work from home

Job Description

Job Title: 2nd-Line Technical Support EngineerLocation: Sutton Coldfield Birmingham / Hybrid - Flexible workingKey skills: Azure AD, O365, Cloud Services, Windows Server, Hyper-V, AD, DNS, DHCP, File and PrintSalary: £30-35,000 + flexible working + continued training + benefitsChapman Tate Associates have an exclusive mandate to work with a fast-growing IT MSP based in the Northwest of Birmingham.Working within a 2nd-line capacity, you will be responsible for troubleshooting and solving service tickets primarily covering the Microsoft Stack and Azure Service offerings.Working directly with customers and other technology practices within a service environment, you will be accountable for ensuring customers are receiving the highest level of service while resolving their IT issues or escalating within a timely manner.Reporting into the Team Lead, youll be working amongst an established and experienced set of engineers, as well as collaborating with the Delivery team where required.This role would suit an experienced and self-taught 1st Line Engineer who has had the exposure to 2nd line ticket management. Or youll be an ambitious 2nd line engineer who is looking for the next move within the Tech solution space.What youll be doing:

  • Completion of assigned service tickets in a timely manner
  • Maintain and update customer information with the client CEM
  • Perform Release Management activities for customers as required
  • Investigate and compose change management documentation supporting the practice
  • Maintain up to date, knowledge and skills of technologies and products in the area Microsoft and Azure Services.
  • Consistently develop knowledge of current and future products and technologies aligned to our clients technical product and service strategy, for the purpose of supporting customers.
Essential skills:
  • Experience in supporting and troubleshooting Modern Workplace solutions, based on the following technologies:
  • Microsoft 365
  • Exchange Online and on-premise
  • Azure Active Directory
  • Experience of working with various antivirus software and spam filtering systems
  • Windows Server 2012-2019
  • Good troubleshooting methodology
  • Excellent communicator (technical and non-technical)
  • An understanding of Risk/Impact of changes made to customer environments
  • Experience managing your own time whilst keeping to strict customer SLAs
  • An appreciation for time recording and documenting customer information
Desirable skills (The following are not essential but any would be very advantageous):
  • Sharepoint
  • Commvault or Veeam experience backup software
  • VDI knowledge
Also it is paramount you have experience of working in a an external client facing environment for a MSP, VAR or IT Services business.Further progression in the role will lead to 3rd-Line Support work and the opportunity to oversee a small-team (in the not to distance future).Client will offer the successful candidate excellent carer and development prospects.Apply online for a quick turnaround.

Keyskills :
Windows Server2nd LineSystems EngineerO365Azure AD

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