2nd Line Support Engineer - Managed Services

Exponential e Limited
United Kingdom
From £28,000 to £38,000 per annum + 10% Shift Allowance
27 Sep 2017
03 Nov 2017
Contract Type
Full Time

2nd Line Engineer - Managed Services

Salary: £28,000 - £38,000 + 10% shift allowance

Hours: 5 week day shift pattern, or 24x7 (4 days on, 4 off, 4 nights on, 4 off)

Location: Aldgate

As a company, Exponential-e are constantly striving for world class status by challenging the status quo to deliver competitive advantage. This is an exciting opportunity to join a rapidly growing organisation that takes PRIDE in our culture and one team spirit.

Exponential-e is an organisation that continually invests in technology, people and training. We are driven by smart people that want to learn, build a career path and achieve.

Your new role

As a 2nd Line Engineer you will work within our Managed Service team, on an ITIL focused support desk, to provide technical support and a high level of customer service. The role is focused on troubleshooting physical and virtual server infrastructure environment issues.


  • Ensuring calls are quickly and accurately logged, closed and analysed to prevent future occurrences
  • Escalate problem calls to the 3rd Line Specialist and Cloud teams to ensure maximum level of customer satisfaction
  • Troubleshooting technical faults and working with external vendors and service providers to achieve fault resolutions
  • Work as a team to deliver resolutions to customer requests

What you’ll need to succeed

Key skills:

  • Previous experience in a 2nd Line infrastructure support role
  • Knowledge of ITIL v3 Framework
  • Comfortable and confident with troubleshooting 1st, 2nd and 3rd Line infrastructure-based issues
  • Proven track record of working from your own initiative
  • Adaptable, proactive and flexible in your approach to support

Experience with supporting the following technologies at a 2nd Line Level:

  • VMWare/Hyper-V
  • Exchange 2003 - 2016
  • Office 365
  • Active Directory, Group Policy
  • Windows Server 2003 - 2016
  • Network protocols
  • Zerto

Ideally you will possess an industry standard certification (MCSA, MCSE, VCP, CCA etc.) or a relevant degree. Experience of working within a Managed Service Provider would be beneficial.

At Exponential-e we each have a Personal Responsibility In Delivering Excellence. To undertake the role of within our managed service team, you will have an exceptional understanding of supporting server infrastructure technologies, and would have moved away from typical end-user support.

What you’ll get in return

The role of a 2nd Line support within our Managed Service team is filled with learning and development opportunities for an ambitious individual pursuing a career in IT Infrastructure. You will be constantly challenged and encouraged to progress and develop your own skills, with our support.

Benefits you will receive include pension, 25 days annual leave, cycle to work scheme, season ticket loans, local gym discounts, and vitality health cover.

You will be supported by an excellent manager, part of a very friendly team, within a company striving to achieve world class status. This is an exciting role for any ambitious 2nd Line Engineer out there.

The company

Exponential-e is a British cloud and connectivity pioneer with a difference. Its cloud services do not traverse the public Internet. Instead, they reside (logically) on a customer's LAN, on the clean side of the firewall so security and privacy concerns are negated. Exponential-e wholly owns a super-fast 100 Gigabit Ethernet Layer 2 VPLS Network that guarantees a superior level of resilience, reliability and performance. Exponential-e also integrates with third party providers and bespoke applications for both the Enterprise and SMEs with an end-to-end SLA.

That’s why it’s trusted by over 2,800 customers, boasts 96% customer reference-ability, features in the London Stock Exchange's Top 1000 Companies to Inspire Britain, and is included in Investec’s Top 100 fastest growing UK Mid-Market companies.

'Your Cloud is only as good as your network’

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV. We look forward to hearing from you!

This job was originally posted as www.cwjobs.co.uk/job/76016266