2Nd Line Support Engineer

2nd Line Support Engineerworking with Financial Services Client for an initial 6-month contract, paying up to £280 per day (inside IR35). The client offers Hybrid Working 3 days per week on site in the Surrey office.

Main 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 our parent company & third party support services on diagnosing and troubleshooting issues.


• Adhere to all IT security policies and assistance in enforcing and monitoring of IT security policies.


• Understand the requirements of the business and suggest appropriate technologies to help deliver business goals.


• Perform as a member of the IT Infrastructure Team, working closely with other senior team members, and colleagues across the IT Department (onshore and offshore) in order to support all systems and technical processes.

Required Skills and Experience

• 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.
  
  
  
  


• Experience inremediating 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 Skills

• 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 2012 - 2016.


• Exposure to administration of telephony platforms, ideally Avaya.


• Exposure to administration of mobile devices, ideally Apple iOS.


• Scripting ability with PowerShell.

Please apply should you meet the requirements.