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2nd Line IT Support Engineer
London, WC1X (hybrid – 1-week in the office, 1-week WFH)
£36,000 - £42,000 plus personal development opportunities, pension, staff treats, annual bonus
Our client is a leading provider of IT managed services in London. They offer a supportive working environment and benefits including training, pension, an annual bonus and staff treats / lunches. They truly value their staff and are currently growing so it’s a great time to join them.
They are proud to always go the extra mile for their loyal clients. The success of their business has been built through referrals from satisfied clients. If you share those values and want to be part of the team, then apply today!
2nd Line Support Engineer:
The 2nd Line Support Engineer is responsible for providing technical assistance to end-users, answering questions, consulting or resolving systems issues via telephone, remote connectivity, or in person. The role is the first point of contact for clients, providing immediate advice and resolution via troubleshooting and configuration updates. From logging a ticket, you will be the ticket lead, responsible for providing a solution, liaising with other engineers as required, and following up with the client to ensure they are happy with the service.
2nd Line Support duties and responsibilities:
- Assist end-users by providing Tier 1 and Tier 2 technical support to raise queries professionally while maintaining a high level of customer service and working with Tier 3 engineers effectively.
- Take ownership of all technical queries, ensuring that they are resolved within accordance with each client’s SLA, and manage ticket queue, ensuring that all open tickets are up to date with relevant troubleshooting steps and current ticket status.
- Create and maintain an IT knowledge base for use by other engineers as well as clients.
- Evaluate the client’s efficiency of different IT systems and recommend improvements.
- Manage client systems including Microsoft Exchange, Active Directory, local and cloud file storage, disaster recovery, VoIP etc.
- Install and perform repairs to hardware, software or peripheral equipment, following design or installation specifications.
- Identify and research future infrastructure systems and technology innovations and apply this knowledge to client infrastructure improvements. Provide clients with advice and support on system improvements and benefits.
- Assist with project work as requested. This may include design, implementation or a combination of both.
2nd Line Support Engineer – Requirements:
- Outstanding customer facing communication skills and experienced gained within an MSP.
- Strong working knowledge of Windows 11 and some Mac OS X.
- Network experience; LAN, WAN, Wi-Fi, including troubleshooting and configuration.
- Strong working knowledge of Windows Server 2008, 2012 and 2016; Active Directory, DFS, FAP, Hyper-V, ADFS, DHCP, DNS. An understanding of PC hardware and software setup and configuration, including TCP/IP networking skills.
- Cloud Technologies; Office 365, gSuite, AWS, Azure.
- Qualifications - Microsoft 365 Fundamentals.
In return, my client offers a supportive working environment and benefits including an annual bonus, training opportunities, a pension and more! My client is currently growing so it’s a great time to join them. Apply today!
Integral Recruitment is acting as an employment agency in regard to this advertisement.
