2nd Line support engineer

Job reference - 228

Location - Farnham, Surrey

Salary - £31,000 - £35,000

Job type - Permanent

Date posted - 24/10/2019

A fantastic opportunity has become available for an experienced 2nd line support engineer to join a successful managed services provider delivering outsourced IT services to the midmarket.

Experience required; • Two years’ experience of IT support with a client facing role either on-site or phone support • Demonstrated problem solving skills • An exceptional phone manner and overall air of positivity

Desirable skills for a 2nd line support engineer; • A Level (or equivalent) in: Science or Technology subject with IT content • Professional qualifications pertinent to the role such as MCSA, VCP or CCNA • Personal achievements in IT such as home networking, own website etc. • Networking knowledge (vlan’s, VPN’s, etc.); even if it is basic • Linux knowledge (although we do not have a lot of servers/services using Linux that we directly manage it would be useful) • Strong communication skills • Ability to work under pressure and manage/resolve issues promptly

OVERVIEW To provide our clients with predominantly telephone and remote technical support, escalating to the senior 3rd line team where appropriate. As a 2nd line support engineer you will be required to work with the rest of the 2nd line team to manage inbound tickets and calls; triaging and addressing where appropriate.

RESPONSIBILITIES 1. Provide telephone and remote technical support to Clients on: • PC hardware, peripherals and Microsoft desktop OSs • Office365 and other Microsoft Office applications and services • G-Suite and other Google Apps services • Broadband, phone and other communications services • Other services as you become trained in them 2. Provide remote administration and management of Client premises equipment for: • Microsoft server OS & related applications • Microsoft and VMWare virtualisation products such as ESXi and vCentre • Broadband routers and modems • Data centre and campus grade managed switches. • Managed firewalls and routers • Management and reporting systems such as SCCM, PRTG and Solarwinds. 3. Escalate support incidents as required to: • CST 3rd line technical support • Hardware, software and services vendors • Sub-contractors 4. Management, implementation and support of cloud hosted infrastructure and services like Azure, hosted webservers, VDC’s etc. 5. You will be required to answer phone calls and manage inbound ticket queues, providing early stage triage and allocation of tickets if required. 6. Attend site where required to deliver onsite technical support and implementation of new infrastructure. 8. Provide monitoring and reporting on managed services such as servers and managed firewalls etc.

So, if you would like to be part of a collaborative team and are looking for new challenge then please apply now for a confidential chat.


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