2Nd Line Support Engineer

2nd Line Support Engineer

Hartlepool: reliably commute or plan to relocate before starting work (required)

Salary: £24,000.00-£30,000.00 per year + Benefits + Private medical insurance

Job description

Do you want to join a team that works together, appreciates and supports each other and ENJOYS hard work? Then we need to talk

Due to rapid growth, we are looking for a 2nd LineSupport Engineer with a solid experience in all aspects of technical support. The Support Engineer will be responsible for investigating a wide range of technical issues in the Education and SMB sectors.

This will be a hands-on technical role with plenty of opportunity to explore new technologies in both test and live environments, as well as gain industry recognised training and qualifications.

The successful candidate should be a driven individual, that enjoys problem-solving and taking control of situations to drive home technical solutions whilst always putting our clients' needs first.

Some of the technologies the candidate would be expected to deal with include Windows Desktop, Windows Server, Hyper-V, Microsoft 365 and Apple technologies. Any networking experience would be advantageous.

Main Duties and Responsibilities:

• As a highly motivated and conscientious individual, your main areas of responsibility will include:
• To provide 1st and 2nd Line Support to end-users via phone, email, or in-person
• Working alongside the helpdesk team to resolve support calls
• To escalate & work with third party suppliers to successfully resolve issues
• To undertake audits and provide recommendations on customers' IT environment
• Resolve technical issues
• Assist other members of the support team
• Assisting with creation of technical documentation and proposals

Knowledge, Skills and Experience Required:

• A high level of technical skills is essential for this role, with a fundamental understanding of Microsoft desktop and server products, including virtualisation.
• At least 3 years' experience in a similar IT role (Ideally within Educational Sector or another MSP)
• Excellent communication skills
• Client focussed
• Able to work well as part of a team and individually
• Maintain awareness of new and emerging technologies
• Decision making - displays a willingness to make decisions; exhibit sound and accurate judgement and include appropriate people in the decision-making process
• Highly motivated - Sets and achieves challenging goals
• Quality management - ability to look for ways to improve and promote quality.
• Windows 10, 11 & Mac OS
• Printing, Group Policy, Backup Systems and Networking
• Microsoft 365
• Mobile Device Management
• VoIP Phone Systems

Qualifications Required:

• Although no formal qualifications are essential for this role, the successful candidate should have relevant work-related experience, attained a good all-round standard of education and have a good knowledge of current IT technologies.

Desirable Skills/Knowledge:

• Excellent documentation skills
• A fast learner with the ability to follow processes and procedures, you will be able to prioritise and manage several open support tickets at the same time
• Solid experience and understanding of installation, configuration and maintenance of Windows Server 2012 upwards, with Active Directory Services and Group Policies
• Experience of deployment and maintenance of MS Office 365 and Azure solutions
• Strong troubleshooting ability
• Server 2019 onwards, Active Directory, PowerShell, Backups, Hyper-V, VMWare and Failover Clustering
• Networking: LAN, WAN, VPN, VLANs, Switches, Managed WIFI, Firewalls and Routers
• Experience with tools such as Microsoft SCCM, Intune and JAMF
• Experience in working in an MSP or within Education is highly desirable
• Knowledge of the Autotask and Datto stack would be advantageous
• Full UK driving licence and have use of own car

Benefits:

• Company events
• Company pension
• On-site parking
• Private medical insurance

Schedule:

• Day shift
• Monday to Friday

Experience:

• IT Support: 3 years (required)
• Managed Services: 1 year (required)