2nd Line Technical Support Engineer

Posted 5 April by Davanti Solutions Ltd Easy Apply

2nd Line Technical Support Engineer

Location: Maidenhead, Berkshire

Salary: £38,000


To provide first and second line support to end user community in support of their server, infrastructure, desktop and laptop environments. The successful candidate’s duties will include:

  • Receiving and logging IT Service Desk calls using the company standard call logging facility
  • Working on first and second level IT issues until completion
  • Liaise with customers and provide information to aid them in their day-to-day IT related activities
  • Provide the customer with remote technical support and act as their technical liaison
  • Document and knowledgebase information, including new and changed services
  • Provide an escalation point to our Level One engineers
  • Support a contracted range of hardware and software products and to assist the account team leader in the delivery of outstanding levels of customer service
  • Report directly into the assigned team leaders and Service Support Manager

Essential Criteria

  • Experience troubleshooting/supporting:
    • Windows 2008/11 SBS | 2012R2 | Hyper-V | Microsoft Exchange | Office365 | Active Directory | Group Policies | VPN | Firewalls | Switching | General comms | MS Office | Backup products | Security Products | Printing | Server/PC Hardware faults
  • Ability to communicate effectively and demonstrate excellent Customer Service skills

Desirable Criteria

  • MSP experience
  • Design and implementation of network security solutions, firewalls and switching
  • Design and implementation of Active Directory and Group Policies
  • Migration between various versions of Windows Server and Microsoft Exchange / Office365
  • Experience in installing and migrating Microsoft SQL
  • Microsoft Certified Solutions Expert
  • Knowledge of Dell SonicWALL security appliances

A key component of this role will be to resolve and escalate calls within agreed timescales defined in the account Service Level Agreement.

Benefits include: healthcare plan, company pension scheme & training and certifications plan.

A fantastic opportunity for a 2nd Line Technical Support Engineer to join a leading IT Services company who provide a wide range of services including Infrastructure Design, Implementation and support focussing on solving the IT problems of businesses, including Managed Services, Cloud Solutions and Support whilst delivering the highest level of customer service.

Required skills

  • Active Directory
  • Microsoft Exchange
  • Network Security
  • Windows Server
  • 2nd Line

Reference: 34835422

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