Second Line Engineer

Our client who is a leading managed service provider is currently looking for a 2nd line engineer to join their fantastic brand!

This role will require recent experience in role providing quality second line technical support on incidents and escalated problems

• Delivery of high-quality remote support on a range of technical incidents and problems across a client base
• Responding appropriately to, and effectively resolving, customer incidents, queries or complaints.
• Respond to, handle incidents and elevate problems on the variety of platforms and supported networks from logon to the resolution
• Perform administrative tasks user and server related
• Involvement and presence in core Virtual Teams
• Help support, train and mentor other team members
• You will have a ‘hands on’ problem solving approach; solving problems within strict SLA time frames
• Take ownership of incidents assigned to you and manage them through to resolution.
• Ensuring SLA’s are met; time to respond, time to resolve and first time‑fix.

• Previous experience of providing IT Support in a commercial environment
• Excellent communication and interpersonal skills

• Microsoft Exchange
• Active Directory
• Office 365
• Windows Servers (full range)
• Server Virtualisation (HyperV / VMWare)
• Local Area Networking
• Cisco LAN/WAN (routers, switches, ASAs)
• Routing / switching equipment including, but not limited to, Cisco, Dell, HP switches, routers and firewalls
• Citrix (Xen App/Xen Desktop)

Formal IT qualification, ideally MCSE/MCITP or multiple MCPs massively advantageous