2Nd Line Support Engineer

2nd Line Support Engineer

Location: Ashford

£25k - £28k

After the initial probation period they can offer fantastic flexible work from home. With two weeks in the office and 2 weeks work from home rotation

• Are you looking for a local company to join in a 2nd Line Support Capacity?
• Great opportunity to upskill and undertake further training
• Good progression to 3rd line

Growing friendly team of technical engineers that are now looking for and experienced 2nd LineSupport Engineer to join them so they can maintain the exemplary service they already provide. Interacting with customers with be required daily via multiple forms of communication, including on the telephone and through email, so excellent communication skills are essential.

The role consists of providing support to a wide variety of different companies and will require someone who can adapt to situations and use their skills to work through issues in a methodical and dynamic manner.

Daily tasks will include processing tickets for support requests, as well as being the next escalation point for the 1st Line team. Organisation and troubleshooting skills are critical for this position as it is a fast paced and sometimes high-pressure role.

Key Duties

• Ability to diagnose and resolve support queries within customer SLA’s
• Organise and manage own workload
• Collaborate with partners and third-party companies to effectively resolve problems.
• Use various resources, including other members of the team, to resolve issues efficiently
• Create documentation and guides, including new articles for our team knowledgebase
• Troubleshoot technical issues in a methodical and dynamic manner
• Able to prioritise and make quick decisions based on issues
• Resolve or escalate problems and service requests according to established procedures
• Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction.
• Raise, update and close calls on service desk support system.
• Knowing when to escalate tickets to the appropriate resources and likewise provide assistance to other members of the team
• Adhere to company procedures
• Customer site visits will be required at times

Technical Skills

• Experience with various versions of Windows
• Windows Server Environment experience involving administration, troubleshooting, maintenance and backup/restore
• Active Directory including Security groups, user creation and administration
• Group Policy creation, amendments and troubleshooting.
• DNS both internal/external and web based
• DHCP (server and router based)
• Office 365 and Microsoft exchange setup, administration, and troubleshooting
• Router setup and troubleshooting
• Mobile Device Management / administration
• Hardware troubleshooting and maintenance
• Cloud Service Experience (different platforms)
• Antivirus and malware protection
• Basic networking experience
• SharePoint Experience
• Intune

Experience

• Experience working within a service desk environment.
• Excellent verbal and written communication skills.
• Ability to follow procedures and mindful of attention to detail.
• Ability to work consistently in a dynamic and sometime high-pressure environment.
• Ability to manage own workload with minimal supervision.

Desirable

Basic CISCO Experience

Knowledge of TCP/IP