2nd Line Support Engineer

Our client is a leading UK systems Integrator, who specialise in delivery of secure technology platforms including Networking Infrastructure, Hybrid IT and Cyber Security. The clients’ innovative solutions are created in collaboration with top end technology vendors and the vision of their customers provides the foundation they build upon. The client specialises in developing and implementing solutions for public sector institutions including, Healthcare, Education and Local Government to help them provide key services to the public.

Summary:

This role is a great opportunity for a 2ndLine Systems Engineer to work in a Service Support Team assisting a range of education and commercial customers. The role itself will involve supplying support for customers virtualised and on-premises physical Windows environments, EE’s Freedom Cloud hosted customers, and customers hosted within Microsoft Azure. The role will require flexible working, and the job holder will be required to be prepared to undertake paid overtime in weekends and evenings if required. Currently the team use a staggered start (shift) pattern to cover Monday to Friday, 8.00am to 6.00pm (excluding bank holidays) while each team member will work 37.5 hours per week. Additionally, out of hours support will be required on a rotational basis between the hours of 08:00 and 22:00 Monday to Sunday 365 days a year. Shift patterns starting at 7am and finishing at 10pm are in future anticipation, with the further possibility of 24x7 cover being required, attracting further allowance.

Key Responsibilities:

• To produce high end technical advisory, repair, and diagnostic support service to the customer within a Service Team, via email, telephone, and remote support.
• To assist the Services management team by performing reasonable requests for additional duties as and when needed.
• To handle all required incidents within agreed SLA timescales, escalating where needed to ensure timescales are met.
• Be available to attend customer sites to support with the resolution of technical issues or to carry out project work as required.
• To assist the junior team members in resolving incidents.
• To act in accordance with processes and procedures and ensure compliance with the clearly outlined security policies regarding entry to the System Support area and any supported systems.
• To confirm all support work undergone is recorded in an accurate manor on the Service Management Systems (SMS), ensuring the SMS is kept fully up to date with the condition of each applicable ongoing issue.
• To aid the Helpdesk Manager or Services Manager by carrying out reasonable requests for further duties where required.
• To suggest potential improvements to working practices and performance to improve service level efficiency and customer satisfaction.
• To supply a professional and efficient remote network monitoring and management service.
• To ensure that the escalation process is always abided by and that the Helpdesk Manager or Service Delivery Manager and customer are kept fully aware of the condition of all ongoing problems and escalations.

Key Skills/Experience:

• Two years’ experience working in a Service Team providing 2ndline technical support.
• Extensive knowledge of Group Policy Management.
• High level working knowledge of Active Directory and server-based client services (DHCP, DNS, etc).
• Past involvement in supporting networks, including knowledge of VLANs, ACL’s, VPN, etc.
• High end working knowledge of Virtualisation Technologies (VMWare, Hyper-V), MS Office 365, Microsoft Server Operating Systems, Anti-virus, Backup and Software Update solutions, SAN technologies, server & Infrastructure hardware.

Desirable Criteria:

• High level working knowledge of Microsoft Exchange, Network Lockdown Management Software, Apple OS X and IOS.
• Great working understanding of Imaging and Deployment Tools.
• Top end verbal and written communication skills.
• Experience in supporting Thin Client technologies.
• Eagerness to keep on top of emerging developments in software and hardware.
• Powershell Scripting.
• Microsoft Certifications.
• VMWare Certifications.
• Cisco/HP Networking Certifications.
• Communications and interpersonal skills.
• Ability to convey complex technical issues to users with a less technical background.
• Pro-active approach to your work
• Ability to work unsupervised using initiative.
• Experience of Imaging and Deployment Tools including SCCM, Intune, Autopilot.
• Full clean UK driving licence (desirable).

Salary: £26,000.00-£30,000.00 per year + Benefits