2nd Line Support Engineer

Job Description

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.

RESPONSIBILITIES

• 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

SKILLS

• Microsoft Azure VMs, VPNs, hybrid environments (including sync of directories)
• Microsoft Windows platforms in particular Windows 7-10
• Microsoft Server platforms – 2008-2016 (including core)
• Microsoft Office Versions and Exchange 2007-2016 / Office365
• 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 ConnectWise, LabTech and other tools / platforms used by the business, recommended but not essential
• Backup system: Veeam and Shadow Craft

ALSO NEEDS

• Minimum of 3 years of experience in a service desk environment
• Minimum of 3 years troubleshooting on server and network/firewalls
• Ability to manage time when delivering assigned tasks.
• Have good interpersonal skills and able to work well with others.
• Maintain a professional demeanour at all times.
• Ability to handle constantly changing work pressures.
• Be enthusiastic and willing to work outside of normal hours when required

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

SECOND LINE | SECOND LINE SUPPORT | MICROSOFT AZURE | WINDOWS SERVERS | NETWORKING | FIREWALLS | IT SUPPORT | TROUBLESHOOTING | SECOND LINE | SECOND LINE SUPPORT | MICROSOFT AZURE | WINDOWS SERVERS | NETWORKING | FIREWALLS | IT SUPPORT | TROUBLESHOOTING |