2Nd Line Support Engineer

2nd Line Support Engineer
Manchester (Hybrid working)
DOE - Up to £40k + benefits
Consegna Talent Solutions are looking for an experienced 2nd IT Line Support Engineer with ideally 12 months experience working within an MSP environment, to join a rapidly growing Microsoft MSP specialist in Manchester.
Consegna Talent Solutions have worked with this client closely for the last 12 months and as a fast growing cloud services provider, they offer a great opportunity to further their career utilising the latest technology.
You will be working within a close-knit technical support team and where we have seen success stories in the past are individuals who are proactively driving their own training from senior members of the business, trying to bridge their knowledge gap and drive growth areas within the service offerings.
The salary is negotiable depending on experience.
Key Responsibilities
* Provide 2nd Line Support for all customers via multiple methods, such as phone, email or face-to-face, and remotely.
* Provide an escalation point for 1st Line Support colleagues.
* Following in-depth diagnosis, escalate to 3rd line where applicable.
* Log all incidents and requests within the agreed service desk work management system.
* Strong communication skills with customers keeping them informed and completing tasks within SLA's.
* Mentor support and training to 1st line colleagues.
* Proactively drive your own training from senior members of staff to bridge the knowledge gap and drive growth areas within the business.
* Identify and drive through opportunities for improvement/change via the Service Improvement.
* Ensure knowledge base articles are maintained to enable consistency and learning within the team.
Required Experience
* At least 12 months experience in a 2nd Line IT Service Desk role, ideally within an MSP environment
* Track record of a positive approach to learning.
* Must have a strong working knowledge of Windows OS including 7, 8 and 10 Server OS 2003, 2008, 2012, AD, MS Exchange, Group Policy.
* Hardware Virtualisation - such as Citrix / VMWare virtualisation software.
* Microsoft Windows OS (Windows 7 to Windows 10), Apple OS X.
* Server Operating Systems - Microsoft Server 2003 to Server 2019, including small business variants - 2003, 2008, 2011.
* Applications - MS Office suites, Citrix XenApp, Sage, SQL, Hardware firewalls, Backup software,
* Knowledge of terminal services, Active Directory, Citrix and VMWare are highly desirable.
* Knowledge of Office 365 and SharePoint is desirable.
* Qualification in the Microsoft suite of products / ITIL / CISCO would ideally be preferable, although not essential.
Benefits
* Salary negotiable depending on experience.
* 23 days holiday + bank holidays.
* Private Medical Healthcare including Mental Health and Wellbeing support, Optical & Dental cash back.
* Gym Membership.
* Birthday Day Off.
* Reward Gateway Retail Discount Scheme.
* Length of Service Bonus Rewards.
* Personal Development opportunities.
* Auto Enrolment Pension Scheme.
* Onsite Parking.
* Quarterly social events and annual Christmas Party.
Reach out to Rob Brooks or a member of the Consegna Talent Solutions team now to discuss further.