2nd Line Support

2nd Line IT Support Engineer, Wimborne

The Work Shop is currently working with a well established Telecoms and IT provider operating across the Dorset and Hampshire areas with circa 500 active customers.

They install and support solutions to businesses of all types and size with a suite of products and services to provide a complete IT & telecoms package and have built an outstanding reputation over 30 years in business with existing and often longstanding customers due to their commitment to delivering quality products with outstanding service and integrity.

They are now looking for a highly experienced 2nd Line IT Engineer to predominantly provide remote technical helpdesk support including escalation from 1st line.

There will also be elements of contributing to designing solutions, planning/managing installation projects and possibility for occasional site visits

The candidate must be a highly motivated engineer, with a 'can do’ attitude and a thorough, logical approach to planned projects and reactive support services. They must be sufficiently skilled in all core products and service areas to ensure fault calls are responded to and rectified in an efficient and timely manner, within given SLA’s as required and proud to report satisfactory customer communications.

Key Responsibilities:

• Provide 2nd line escalation support to service desk and internal IT requests
• Assist with solution design and recommendations
• Plan and undertake customer implementation projects
• Building and maintaining strong relationships with customers through the support you deliver
• Maintain concise and clear documentation via ticketing system and knowledge base

Ideal skills:

• Microsoft 365 implementation and support
• Microsoft Windows Server and Desktop Support
• Mac OS Server and Desktop Support Support
• Group Policy and Active Directory Administration, new user setups (User accounts, O365 Mailboxes), Sharepoint development and Azure files.
• Microsoft Security setup and support including Defender, Patching, Conditional Access, Anti Phishing, Anti Spam, Anti Virus etc.
• Remote Backup and firewall procedures
• Network Infrastructure covering broadband, leased lines, LANs & VLANs, DNS/DHCP, TCP/IP, Ethernet, wireless routers/firewalls
• Diagnosing network infrastructure faults using software tools
• Knowledge of Hyper-V and VMWare (ESXI) virtualisation including disaster recovery
• Supporting and administering managed Wi-Fi solutions
• Veeam Back up

Preferred Qualification’s

• Microsoft certified on prem / cloud or equivalent
• Hyper V / VMware
• CCNA or equivalent
• FortiGate / Cisco Firewalling or equivalent
• ITIL or equivalent

Person Specification:

• Experience providing excellent customer service whilst working under pressure to SLA’s
• Experience providing field support and installation services across multiple sites
• An understanding of a service call life cycle
• The ability to work accurately under pressure, to deadlines
• Excellent organisational, multitasking and planning skills
• Preferred previous B2B experience/ Managed Service Provider background
• A full and valid UK driving license

Salary Range: £28-33k dependent upon experience

Holiday: 23 days + bank holidays, rising to 25 after 2 years