Senior 2nd Line Engineer

Greenlight People Ltd
From £25,000 to £30,000 per annum
30 Nov 2017
08 Dec 2017
Contract Type
Full Time

Our client is a well-established Computer Services Company which has been running since 2002. They are an exciting growing business, their culture is to allow you to have autonomy whilst providing support and guidance. Their clients cover a wide range of businesses and education establishments -the majority of their customers are SME’s based in the North-West.

Our client will shortly be moving to new offices based in Salford Quays and owing to continued growth they are now seeking to recruit a Senior 2nd Line engineer.


The work will be a mixture of office based work and onsite support at customer locations around Manchester and the North-West.

As we only support businesses and schools working hours will typically be Monday to Friday, 8:45am - 5:30pm with occasional overtime for installations or cover customers’ requirements. Excellent working environment with a friendly team of professionals. We pride ourselves on creating a great working environment and investing in our employees.

The candidate for this role will also be required to be able to take projects from start to finish, for example migrating a customer from On-Premise Exchange to Office 365 by completing a cut-over migration. Another example would be to setup a terminal server onsite at a customer, setting up the server, roles, licensing and take the project from concept to completion.

As an IT Support Engineer your main roles and responsibilities will include:

Being responsible for the resolution of 1st line and 2nd line customer support by resolution of incidents .Organising and implementing customer desktop, server and network systems. Troubleshooting and reacting appropriately to client requests and systems alerts. Actively seeking opportunities to improve clients IT systems and IT operations. Conducting client onsite visits for support and system installations. Maintaining strong client relationships and delivering excellent customer service. Completing assigned tasks on time and managing own workload. Communicating progress and issues both internally and to clients. Administrating duties including client maintenance and support. Performing all activities that are required to fulfil the client’s needs and requests.


Approximately 5 years + experience in a similar role. Technical support experience / knowledge of Microsoft Windows Server 2003/2008/2012/2016 environments, networking and systems troubleshooting and resolution. (Ideally this would have been gained as a helpdesk analyst or systems administrator within an IT company). Experience of delivering support and technical expertise to end users face to face, over the telephone and via remote support software. Strong system, software and hardware diagnostics, fault finding and problem solving ability. Experience of server implementations, device imaging and deployment, firewall and WAN technologies. Knowledge of Microsoft Exchange Server and other Messaging Environments. Experience of Microsoft Office 365 Services, Azure, Cloud Email, Office software licensing. Experience with virtualisation technologies such as VMWare, Hyper-V etc.


You will need to have excellent communication skills via face to face, telephone and email, you must be able to converse with non-technical people without technical jargon and be able to build and maintain good relationships with clients, colleagues and suppliers. You must be able to manage and priorities your own workload to be able to work within tight deadlines. ? As well as being both self-motivated and self-disciplined, you will be able to remain calm under pressure and be a tenacious problem solver who understands when issues should be escalated. You will be eager to learn with an ability to self-teach in areas of uncertainty. Finally you should possess a strong customer service ethos with a hunger to develop and improve your experience.

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