2Nd Line Engineer - Inside Ir35

Investigo's major client based in Surrey is seeking an experience 2nd Line Desktop support engineer to join an existing team. You will be required to be on site 4-5 days a week for the first 2-3 weeks then to a Hybrid model after relationships are formed.

Responsibilities

• Provide excellent customer service and be the first point of call for IT support queries from internal staff, this could be via phone, email, Teams, and face-to-face.
• Take ownership of tracking and remediating security vulnerabilities within a given timeframe.
• Administer the internal ticketing system and act upon requests for change and system access.
• Diagnose a wide range of issues, from the user desktop environment to server applications.
• Be able to spot potential technical vulnerabilities and suggest resolution.
• Proactively monitor systems and take preventative measures to reduce system downtime.
• Highlight possible trends from re-occurring incidents.
• Update the internal knowledgebase with both technical guides for colleagues, and system usage procedures to aid customers.
• Work collaboratively with parent company & third party support services on diagnosing and troubleshooting issues.

Key skills

• Excellent experience with Microsoft technologies across the board:
  • Active Directory and GPO administration.
  • Exchange administration.
  • Win10 desktop management using SCCM, WDS & WSUS
• Good general knowledge of networking and technologies:
  • The TCP/IP stack.
  • Concept of VLANs and firewalls.
  • Wireless configurations.
• Experienceinremediating vulnerabilities within a Microsoft environment:
  • Scanning tools such as Nessus or Qualys.
• 2 years+ of 1st line technical helpdesk environment.
• 2nd Line technical support experience

Desirable:

• Experience of working within a change control environment or financial institution.
• Experience in virtualisation platforms such as VMware vSphere and ESX.
• Exposure to cloud based environments, e.g. AWS, Azure.
• Exposure to Microsoft Server 2016 - 2019.
• Exposure to administration of telephony platforms, e.g. Avaya, Genesys.