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Job Title: 2nd Line IT Support Engineer
Location: Chorley
Salary: £26,000 - £32,000
We have an exciting opportunity for a 2nd Line IT Support Engineer to join a growing, friendly and dynamic support team providing remote support to Businesses across the UK.
The Role of 2nd Line IT Support Engineer
- Providing 2nd line technical support across our customer base via phone or email.
- Record and update all incidents and problems thoroughly through the company’s ITSM system
- Take ownership of all support tickets whilst adhering to first response and fix SLAs as part of the support procedure
- Communicate effectively to ensure swift resolution at both technical and end user level
- Maintain elevated levels of customer service for all support queries.
- Maintain accurate resolution documentation in our knowledge base repositories
- Train and mentoring our 1st line team to ensure a build-up of their knowledge
- Liaise with 3rd party solution providers and develop excellent working relationships
- Proactively involved in the planning and delivery of projects, remaining adaptable to the needs of the project.
- Attend customer sites and committing repairs/new installations of equipment such as Firewalls, Servers, Workstations.
Person Specification for the 2nd Line IT Support Engineer
- The successful candidate will be comfortable working as part of a team and on their own using their own initiative
- Three year’s equivalent work experience within an IT Support / Managed Service Provider environment.
- Be able to remain calm under pressure
- Excellent problem-solving skills working in a logical methodical style with the ability to identify root cause and implement controlled changes
- Have strong interpersonal skills enabling good verbal and written communication
- Strong organisational skills are necessary with the ability to manage and prioritise multiple tasks simultaneously
- Be flexible in their approach to travel and projects undertaken
- Be driven to learn new tech and self-improve
- A strong understanding of ITIL best practice and frameworks
Technical Skills - Essential
- Microsoft Windows
- Strong working knowledge of Windows Server Environments
- Desktop OS, Windows 7/8/10/11
- Remote Desktop Services experience such as VDI
- Good understanding of network infrastructure
- Design and implementation of server infrastructure + upgrade experience
- Microsoft 365 administration and new tenant provision and setup
- Google Workspace
- Microsoft Azure
- Familiarity with Firewalls, configuration and installation.
- DNS and DHCP
- Deep working knowledge of Active Directory etc.
- Continuous improvement work
Desirable
- Familiarity with Autotask PSA, RMM
- Knowledge of ESET Anti-Malware solutions
- Macintosh support and deployment
- Familiarity with Fortinet Firewalls
- Strong working Knowledge of ESET technologies.
Benefits
- Healthcare
- Career progression opportunities.
**A full driving licence is required to be able to travel to customer sites as required.
Keywords: 2nd Line IT Support, 3rd Line IT Support, IT Support Engineer, Senior IT Support Engineer
Bowdon Associates is a member of the Guild of Quality Employment Agencies and has agreed to adopt the compliance and recruitment standards that form the basis their code of conduct. A quality, transparent and responsible recruitment agency committed to raising the industry standards.
