2nd Line Support

Posted 31 July by REED Technology Easy Apply Featured
One of the UKs leading connectivity firms with multiple sites across the UK are looking to add to their already well established IT department.

Working as part of the Entanet Software Development and IT Department a vacancy has arisen for a 2nd Line IT Support Engineer. The purpose of the role will be to provide support to Users for any tickets escalated from 1st Line Support. The 2nd Line Engineer will also implement infrastructure and support to projects when needed.
? As well as being capable of all 1st line tasks a 2nd Line Engineer is expected to do the following;
? Provide 1st line Engineers with support and escalation routes
? Help entanet retain ISO9001 by bringing reported changes to Support processes to the IT Manager
? Be listed in the 24/7 on call rota to cover Incidents in 1st/2nd Line Role
? Undertake diagnosis of tickets obtaining all necessary information
? Windows Server Operating System Administration
? Ensuring incidents and service requests are resolved or updated within the SLA's
? Deploy Microsoft, Anti Virus Updates and Patches
? Ensuring the IT Manager, is aware of any issues that need to be raised and escalated.
? Administration of Windows Active Directory users, Group Policy, Monitoring of Domain health and maintenance of DNS records.
? G Suite domain administration, organisation, license management
? New starter deployment from request to induction of user
? Asset Management - Monitor and keep records of our IT estate including licensing ready for IT Manager when needed.
? High Level of Active Directory administration experience
? Group Policy administration
? Fault resolution within SLA via Ticket 1st Response and closure.

In addition to being capable of all 1st line tasks such as assembly, installation and deployment of PC’s and user hardware, troubleshooting and basic windows active directory the 2nd Line Engineer is also expected to provide 1st Line Engineers with support and escalation routes. Help maintain the ISO9001 processes and bring reported changes to the IT Manager. Undertake diagnosis of tickets, participate in the 24/7 on call rota, new starter deployment through to induction, ensure incidents and service requests are resolved or updated within the SLA’s.
Therefore the successful candidate will have knowledge of Windows Administration, Desktop Support, Office 2013, Firewalls and Antivirus Software. As well as excellent communication skills both verbal and written with high attention to detail and problem solving skills. 2 years’ experience working in a team environment delivering network or desktop support is essential.

Reed Specialist Recruitment Limited is an employment agency and employment business

Reference: 35762120

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