2Nd Line It Support Engineer

Please note that this position requires regulars on-site visits to a customer in Salisbury. It will not fit for candidates looking for fully-remote work or those who live within far distance from Salisbury. Unless local, having a driving license and own car is a must.

NOT OPEN TO AGENCIES

THE ROLE

We are looking for a Level 2 SD Agent with 360 skills in an MSP and multiple client set-up. This role involves existing intensive project work from day one. It will suit someone who is both ambitious and self-motivated in a very fast paced environment. The successful candidate will take ownership of escalated issues from the Service Desk and work closely alongside the Network Infrastructure team within MicrosoftTM Gold Projects. This is a client facing role, so we are seeking an individual with great commercial acumen and social skills.

We are interested in individuals with a passion for technology and the desire to develop their own skillset.

DUTIES (among others)

• Provide 1st and 2nd Line customer facing and remote support structure.
• Provide internal IT support when required.
• Helpdesk and incident management.
• PC and server configuration.
• Firewall configuration and troubleshooting.
• Daily system checks including backup monitoring and reporting.
• Proactively and reactively deliver technical support to Optimity clients as required to meet the demands of our clients and SLAs.
• Maintain and update internal client documentation and logging time and activities in a consistent and timely manner to allow client billing and business metric reporting. Contribute to documenting internal processes.
• Ensure client satisfaction is achieved and maintained at all times.
• Communicate diligently with customers: keeping them informed of incident progress, changes or agreed outages.
• Escalate issues that cannot be completed or risk being completed within agreed service levels.
• Remain up-to-date with current and future technologies emerging in the industry.

This list is not exhaustive, and the tasks assigned might increase as per company’s needs.

MINIMUM REQUIREMENTS

• Degree educated.
• At least one year experience working as an IT/Support Engineer within an MSP or ISP.
• Windows Server- Working Knowledge of Active directory, Group Policies, DNS, DHCP troubleshooting and administration.
• Previous experience using Connectwise.
• Previous experience with Paxton Systems (prefferable).
• Microsoft Exchange / Exchange Online.
• Microsoft Office 365 - Fundamentals of stand alone Office 365 and Azure Sync environments.
• Remote Desktop Servers.
• Desktop Support - Windows / Mac / Remote Desktop Session / RDS Farms.
• Networking protocols including TCP/IP.
• Excellent communication skills and the ability to deal with problems and technical issues in a pressurised and time-sensitive environment.
• Experience as a Support Engineer in a service environment, particularly to SMEs.
• Experience of the tech or ISP sectors.