2Nd Line Support Engineer

2 nd Line Support Engineer - Coleshill (West Midlands) �25,000 - �32,000

We're partnered with a growing IT Managed Service provider based in Coleshill (West Midlands) that is looking to grow their 2nd Line team due to growth and further investment. The successful 2nd Line engineer will join a vibrant and talent team of 12 engineers who operate within a collaborate environment.

As the 2nd Line Support Engineer you will be troubleshooting issues with a wide range of customers - this will involve being in the office support remotely and also visiting customer sites (mileage / expenses are paid)

The new hire will need to be confident with a variety of technology including Office 365, Azure, Active Directory, Intune, PBX, Firewalls, routers, switches etc.

Day to day responsibilities will include:

* Updating the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately.
* Responding to Service Desk phone calls/tickets as needed, focusing on 3rd line tickets and activities, and taking on tickets escalated by the 1st/2nd Line Infrastructure Technicians.

Experience required for the 2nd Line Engineer:

* Proven experience in a Technical Support Analyst role or similar
* Strong communication skills.
* Experience with project work.
* Strong knowledge of Windows 10/11, Windows Server 2012 -2022, Office 365, SCCM (or similar) Active Directory
* Familiar with Virtualisation - VMWare ESXi 7.0 Veeam Backup & Replication / Hyper-
* An ability to explain technical problems in a simple way to end users at all levels within the business.
* Experience with RMM solutions.
* Experience with backup software.