2nd Line Support Engineer

We are looking for multiple second line Engineers for a special client of ours based in Farringdon, London! This client is a well-established MSP, with a growing number of partnerships with industry leaders in the IT sector and they are looking for someone who is both passionate about IT and enjoys troubleshooting problems.

• Work closely with Team Leads/SDM or other engineers where 2nd line support is required.
• To support other engineers’ technical needs, whilst at the same time ensuring that they are using their knowledge and skills to the maximum before the escalation of cases.
• To identify knowledge gaps within the team and ensure that these are filled through training.
• To prioritise and manage many open cases at one time – multitasking.
• Be approachable and enthusiastic about transferring knowledge and be fully integrated and engaged in the service delivery team’s working day.
• To develop and maintain records, prepare reports, and correspondence for escalated incidents.
• Keeping all assigned escalated ticket up to date and client communicated regularly.
• Making sure time is entered within ticket on the go when doing tickets.(Live time entry)
• Identify the root cause of the major incident and recommend the option to make sure it does not occur again.
• Responsible for creating an incident report/RCA report for TL/SDM review for clients

• Microsoft Azure VMs, VPNs, hybrid environments (including sync of directories)
• Microsoft Windows platforms in particular Windows 7-10
• Microsoft Server platforms –  (including core)
• Microsoft Office Versions and Exchange  / Office
  365
• Virtualization - Hyper‑V / VMware
• Network infrastructure - routers, firewalls (SonicWALL), VLAN, WLAN (Meraki), QOS, routing
• Server monitoring, maintenance and remediation (in‑depth Microsoft troubleshooting)
• Security platforms: antivirus (Webroot), OpenDNS, Qualys (vulnerability management), Sophos encryption/end point management
• Cloud email security systems : anti‑spam, email archiving (Reflexion / Mimecast)
• Cloud file sync and share platforms :
  Drobox, Box, Soonr
• Phone systems (on premise / hosted) :
  VoIP troubleshooting and configuration management
• In‑depth knowledge of Connect Wise, Lab Tech and other tools / platforms used by the business, recommended but not essential
• Backup system:
  Veeam and Shadow Craft

If you are interested in this role, please APPLY and one of our consultants will be in touch!