Job reference: 111
Salary: Up to £27,000
Job type: Permanent
Are you a 2nd Line support engineer wanting to work for a Managed Service Provider whose staff retention is second to none?
An exciting opportunity has arisen with a well-established Managed Service Provider based in Bristol, who are looking to recruit and expand their existing team.
My client is looking for someone who Ideally comes from a Managed Service background or has industry experience of delivering IT support to external customers.
Skills/knowledge/experience required for a 2nd Line Support Engineer:
(Below is the technology that my client supports, however the successful 2nd Line support engineer is not expected to have knowledge of all technologies listed).
Client Operating Systems: Microsoft Windows 7, 8, 8.1, 10 + legacy XP + Vista, Mac OSX (occasionally), Ubuntu Linux (occasionally).
Server Operating Systems: Windows Server 2008, 2008 R2, 2012, 2012 R2, 2016 Essentials, SBS and Standard (primarily), Linux Plesk (Hosting).
Virtualisation: Hyper-V and VMware
Software: Microsoft Office 365 (licensing, deployment, user and company management),
Networking & Hardware: Draytek, Netgear, Watchguard, Sonicwall, Sophos, Zyxel, Aruba, HPE Servers and Switches, Fujitsu Servers, UPS + server peripherals of any kind, HP PCs.
Domains: Domain names, SSLs, DNS + nameservers
Connectivity + VOIP: Hosted VOIP, FTTC (+ADSL) + Ethernet connectivity support
Key Responsibilities for a 2nd Line Support Analyst
Be responsible 2nd Line proactive support work, solving proactively-generated Managed-Services tickets. This will include maintaining backup infrastructure, server infrastructure (Windows Server based on Hyper V or VMware, or Small-Business Server and equivalents), networks, cloud and client operating systems via Cloud managed toolsets as well as traditional hands on methods.
Be responsible for Level 2 Reactive Support work, solving Reactive User-generated tickets. This will include dealing directly with IT users and stakeholders both remotely and at client locations.
Provide escalation support for level 1 tickets and assisting the level 1 team when deemed necessary due to volume of work or cover.
Provide assistance to the project teams when needed.
Ability to build strong and long-lasting relationships with clients and stakeholders.
Actively mentor Junior staff members on the Service Desk. This will include inducting, training, monitoring, supporting and developing his or her team members knowledge and effectiveness.
There will be a need to be part of an on-call rota in the future and a full UK driving licence is desirable.
So, if you want to be part of an exciting growth plan with a reputable MSP, please apply now for a confidential chat!