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Perm: 020 7680 7001       Temp: 020 7680 7000

2nd Line Support Engineer

IT
Permanent
£28000 - £30000 per annum
NC/60131
04-01-2022 02:25 PM
All London
Our Client, who pride them selves in delivering cost effective IT and Telephony solutions are seeking a proffesional 2nd Line Support Engineer to provide their clients with transpatent and reliable support, allowing them to concentrate on their core operations.

Thet are a small and friendly growing business working remotley with and adhoc office set up for the team to join and meet to work together.

Job Purpose.
• To provide full 2nd line support to Ethical IT Customers
• To work closely with the project team to design and deliver cloud solutions for customers, with focus on MS Office 365 and Azure.
• To support the Technical Solutions Team to resolve issues that come into the service desk acting as a point of escalation for more challenging issues
• To escalate & work with third party suppliers to successfully resolve issues
• To undertake audits and provide recommendations on customers’ IT environment


Location:
Remote
Reporting to:
Service Operations Manager


Tasks and responsibilities:
Technical Support and Implementation
• In-depth design, implementation and support of Microsoft technologies, with strong focus on MS Office 365 and Azure
• Install, configure and maintain VMware environment (all versions)
• Install, configure and maintain Windows environment (all versions)
• Install, configure and maintain EIT & EIT customer backup solutions
• Design, implement and support customers network infrastructure solutions
• Execute system change requests for production systems
• Maintain EIT risk register and highlight high level risks


Escalation:
• Be an escalation point for the Technical Solutions team to resolve challenging issues
• Report relevant issues to third party
• Escalate jobs as appropriate to the Chief Technology Officer


Miscellaneous:
• Work proactively to ensure that all knowledge information is maintained and updated on an on-going basis
• Provide project engineering support as required
• Participate in a 24/7 on call support rota as required
• Participate in conference calls with customers to resolve technical issues and provide advice
• Ensure all time spent is logged against Jobs in the system
• Attend client sites and provide on-site support as required


Knowledge and experience:
• Minimum of 3 years’ experience of working in a level 2/3 support role or equivalent within an ITIL customer service environment
• Solid understanding of IT principles
• Highly proficient at supporting, installing and modifying all version of Microsoft Windows server up to Windows 20012 and standard Microsoft applications
• Solid experience and understanding of installation, configuration and maintenance of Active Directory Services, MS-Exchange 10/13, Group Policies
• Experience of deployment and maintenance of MS Office 365 and Azure solutions
• Experience of deploying and supporting MS Terminal Services & Citrix environment
• Solid Experience of PowerShell scripting
• Working knowledge of Software Packaging and Deployment solutions
• Solid experience of VMWare & Hyper -V setup, configuration and support is essential
• Demonstrable understanding of network infrastructure (Domains/Security/DHCP).
• Experience with web servers, mail servers, DNS.
• Competent in installation and administration of routers, switches and firewalls.
• Good networking skills, including knowledge and experience of IP Routing, VLAN`s, QoS, POE and ACL`s / VPNs
• Efficient in Scripting languages (PowerShell/VBScript)
• Technical project lead experience as well as experience of providing technical consultancy
Designing & Deploying Backup solutions including BackupExec, Veam & Ashay
• Understanding and appreciation of ITIL Frameworks
• Experience of monitoring and proactively maintaining the IT infrastructure as well as implementing strategies to maintain a robust IT infrastructure
• Experience in working in an MSP is highly desirable


Qualifications and skills:
• Degree or higher level education in Computer Science, Engineering or related discipline
• CCNA or CCNP qualified
• MCSE or MCSA qualified
• ITIL v4 qualified
• Demonstrable expertise in all activities associated with providing end user support and problem resolution on complex and difficult infrastructure issues including networking and server administration
• Extremely customer focused with the ability to develop and maintain strong relationships with customer contacts at all levels
• Strong written and verbal communication skills is essential– as consultation with EIT clients regarding system upgrade, design & Implementation will be required
• Proven ability to identify and resolve challenging technical problems
• Sound judgement with demonstrable understanding of when and how to escalate issues
• Strong organisational skills, able to manage multiple tasks and prioritise effectively.
• Very flexible, can do attitude and able to quickly adapt to changing priorities.
• Able to work well both within a team and independently
• Ability to work with minimal supervision and manage a heavy workload


Register now and let's discuss your career goals. Ready, steady, GROW...

 

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