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Job Title: Senior 2nd Line engineer
Location: Primarily in the Office (Southampton) with Hybrid WFH; occasional customer site visits.
Salary: 35,000
Setup: Hybrid - occasional customer visits
Benefits:
* 25 days holiday + bank
* Training and certifications paid for
* Time allocated for training midweek
* Hybrid working
Role Purpose
Provide technical and service support to customers, managing and maintaining services per SLAs. Handle reactive and proactive support, responding to incidents and requests, aiming to resolve them within customer SLAs.
Role Authorities
* Engage commercially with customers and team members.
* Adhere to ISO9001 and ISO27001 guidelines.
* Identify and address breaches, improving departmental processes.
* Collaborate with internal and external stakeholders, suppliers, and legal bodies.
Accountabilities & Responsibilities
* Provide Level 2 support through ticket escalations and calls.
* Own and manage faults methodically.
* Log, categorise, and prioritise tickets correctly.
* Escalate incidents or requests as needed.
* Deliver excellent customer service within SLAs and business KPIs.
* Seek to improve managed services, enhancing customer satisfaction and revenue.
* Assist with new managed services delivery.
* Collaborate with sales teams to identify solutions for customers.
* Stay updated on relevant technologies.
* Recommend departmental improvements.
* Provide on-site IT support as required.
Skills Required
* Solution-focused problem-solving.
* Accountable and results-driven.
* Autonomous learner with excellent interpersonal skills.
* Customer and stakeholder focused.
* Thrives in a fast-paced environment.
* Team player with independent working ability.
* Methodical, accurate, and analytic.
* High customer service and commercial awareness.
* Professional conduct and positive example.
* Strong analytic and problem-solving skills.
* Adherence to and improvement of company processes.
* Good numeracy and time management skills.
* Proficiency in Microsoft Office applications.
* Empathetic and effective communication.
* Professional handling of customer queries and complaints.
* Performs well under pressure.
* Collaborative team player.
Qualifications and Experience - Essential
* Minimum 2 years in a Level 2 technical role for an MSP or equivalent.
* Experience in high-availability environments with live systems.
* Proven customer-centric IT service delivery.
* Strong Microsoft product, networking, and mail flow troubleshooting knowledge.
* Advanced problem-solving and troubleshooting skills.
* Excellent customer service skills.
* Extensive experience with M365 / O365 cloud services.
Qualifications and Experience - Desirable
* Up-to-date Microsoft qualifications.
* ITIL Foundation certified.
* Knowledge of Microsoft Azure, SQL, WSUS, CRM, VMware, Hyper-V.
* Experience with DHCP, DNS, AD, GPO.
* Networking knowledge (LAN/vLAN/WAN/Firewall).
