2nd Line Support / Service Desk Engineer

Newcastle Upon Tyne
10 Jan 2018
08 Feb 2018
Contract Type
Full Time
2nd Line Support / Service Desk Engineer

Our client delivers applications, data analytics and managed services that transforms and optimises the businesses they work with. They offer customers a unique blend of over 26 years’ experience of leading edge cloud, on-premise and hybrid solutions.

Position: 2nd Line Technical Operations Engineer
Location: Cobalt Business Park, Newcastle
Job Type: Full Time, Permanent
Salary: £18,000 to £25,000 dependent on skills & experience
Benefits: 25 days annual leave plus bank holidays, profit and performance related bonus, occupational sick scheme, company pension scheme, career progression plan, cycle to work scheme, childcare voucher scheme.

About the role:

Our client are looking for an experienced 2nd Line Engineer who has the ability to provide technical support to their users and customers, ensuring their incidents are resolved in an efficient and professional manner.


- Provision of quality IT support to clients and internal users
- Accurate recording of time in their Service Management software
- Managing own workload and time Occasional field work
- To provide expert technical support for mission critical services, covering both application and infrastructure domains
- Executing live changes to data and software in a controlled and authorised manner via approved change management procedures
- Suggesting technical and process improvements to colleagues and Managers and implementing them as directed
- Mentoring and guidance to less experienced staff on technical and / or business knowledge
- Owning complex incidents that cannot be resolved at 1st line
- Working with and establishing relationships with third party service providers to ensure full end-to-end service provision
- Take responsibility and ownership of incidents and requests and escalating where required to 3rd line
- Demonstrable documentation skills (reports, policies, procedures, workflows) as required
- Occasional travel to client sites when needed

About you:

- Significant Microsoft Windows XP / 7 / 8 Desktop skills and experience
- Microsoft Office Applications 2003 / 2007 / 2010 experience
- Fault finding and troubleshooting skills essential
- Excellent working knowledge of Cisco networking, Microsoft Exchange Server 2007 / 2010 / 2013, SQL Server 2008 / 2012
- Good knowledge of Windows Server 2003 / 2008 / 2012 VMware 5.x and Backup / Replication solutions
- Oracle and Linux exposure Citrix and thin client technologies WSUS – Windows
- Update deployment AD, DNS, DHCP
- Administration Security solutions and ISO27001 Windows 2003 / 2008 basic server administration
- Extensive PC hardware & printer support experience
- ITIL Awareness CISCO / Networking experience e.g. VLANS, Routing protocols, Switch administration
- At least 2 years of experience working in similar role
- Show awareness of how clients’ businesses are impacted by their IT and prioritise work accordingly
- Work effectively and efficiently with the other IT teams and project services department and third parties
- You must possess a full UK driving licence and have suitable transport with business insurance

Desirable skills / experience:

- ITIL Foundation Certification
- Relevant IT Related degree
- Current Microsoft Certifications
- Cisco CCNA / CCNP
- ITIL Foundation Certification
- Relevant IT Related degree
- Current Microsoft Certifications
- Cisco CCNA / CCNP

You may have experience of the following: 2nd Line Technical Operations Engineer, Technical Operations Engineer, Technical Support, IT Support, Service Desk Analyst, 2nd Line Support, 2nd Line IT Support, 2nd Line Technical Support, IT Manager, Infrastructure Engineer, Network Engineer, etc.

This vacancy is being advertised by EasyWeb Recruitment, the UK’s leading Online Recruitment Agency. The services advertised by EasyWeb Recruitment are those of an employment agency. No terminology in this advert is intended to discriminate on the grounds of gender, race, disability, age, sexual orientation, religion, or belief, and we confirm that we will gladly accept all applications.

This job was originally posted as www.cwjobs.co.uk/job/79140226