2nd Line Support Engineer

An experienced 2nd IT Line Support Engineer with desirably 12 months of experience is needed to join our team at Venom IT based in Cheshire on a full-time basis. 

Based and working within a busy IT Support office in a very well-established, fast-growing cloud services provider, we are offering an exciting opportunity for the right individual to learn about all the latest technology, as well as have the prospect of furthering their career as we continue to grow rapidly. 

This is an excellent opportunity to further your career with a rapidly growing IT company!

About the Role

This role would suit someone who is enthusiastic, motivated, has exceptional attention to detail, is flexible and proactive, can work as part of a team as well as using your own initiative, is able to troubleshoot complex issues, take a positive approach to problem-solving and be a good communicator both written and verbal.

You will be expected to work in conjunction with all departments of the company and report directly to the Technical Support Manager.

The salary is negotiable depending on experience.

Key Responsibilities:

• Provide 2nd line support for all customers via phone, email or face-to-face, and remotely.
• Provide an escalation point for 1st line colleagues.
• Following in-depth diagnosis, escalate to 3rd line where applicable.
• Log all incidents and requests within the agreed service desk work management system.
• Keep customers informed at all times.
• Manage, prioritise and plan own work queue and deal with calls within the set SLAs.
• Provide support and training to 1st line colleagues.
• Proactively drive your own training from senior members of staff to bridge the knowledge gap.
• Identify and drive through opportunities for improvement/change via the Service Improvement.
• Create and maintain knowledgebase articles to enable consistency and learning within the team.

Required Experience:

• At least 12 months experience in a 2nd line IT Service Desk role, ideally in an MSP environment, is desirable.
• Track record of a positive approach to learning.
• Must have a strong working knowledge of Windows operating systems including 7, 8 and 10 Server OS 2003, 2008, 2012, AD, MS Exchange, Group Policy.
• Hardware Virtualisation - Citrix / VMWare virtualisation software.
• Client Operating Systems - Microsoft Windows OS (Windows 7 to Windows 10), Apple OS X.
• Server Operating Systems - Microsoft Server 2003 to Server 2019, including Small business variants (2003, 2008, 2011).
• Applications - MS Office suites, Citrix XenApp, Sage, SQL, Backup software, Hardware firewalls.

Desirable Experience:

• Knowledge of terminal services, Active Directory, Citrix and VM Ware are highly desirable.
• Knowledge of Office 365 and SharePoint is desirable.
• Any qualification in the Microsoft suite of products / ITIL / CISCO would be preferable, although not essential.

Required Skills:

• Communicate effectively face to face or via email as appropriate with staff at all levels, including Directors and Senior Management.
• Excellent communication and customer service skills.
• Good problem-solving skills and ability to work well as an individual and as part of a close team.

Benefits:

• Salary negotiable depending on experience.
• 23 days holiday + bank holidays.
• Private Medical Healthcare including Mental Health and Wellbeing support, Optical cash back, Dental cash back.
• Gym Membership.
• Birthday Day Off.
• Reward Gateway Retail Discount Scheme.
• Length of Service Bonus Rewards.
• Personal Development opportunities.
• Auto Enrolment Pension Scheme.
• Onsite Parking.
• Parties and Socials - quarterly social events and annual Christmas Party.

Sounds interesting? Click the APPLY button to send your CV for immediate consideration.

Candidates with previous experience or job titles, including; 2nd Line IT Support Engineer, 2nd Line Support, 2nd Line IT Technician, 2nd Line Service Engineer and IT Engineer may also be considered for this role.