2nd Line Support Engineer

Recruiter
1ST CHOICE COMPUTER AND MANAGEMENT APPOINTMENTS LIMITED
Location
Kent
Posted
12 Apr 2018
Closes
23 Apr 2018
Contract Type
Permanent
Hours
Full Time
2nd Line Support Engineer Kings Hill VR/02260R Salary: £23k - £26k DOE Responsibilities of the role: IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments and SAN support Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security Support of Backup Exec, Veeam, Antivirus products, Exchange Server and SQL Project lead on occasional projects where experience and skills are best suited Support and mentoring of more junior members of the team On-boarding and off-boarding clients when required. Installation work including PC, routers, printers and AV deployments Responsible for ensuring escalations are dealt with efficiently System and client documentation Improve customer service, perception and satisfaction Assist the Projects team where required with the conceptual design of new solutions Consulting services to include system reviews and recommendations Ability to work in a team and communicate effectively Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals Develop in-depth knowledge of the service catalogue and how it relates to customer’s needs Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry Main accountabilities: Shared ownership of the Helpdesk Service Board and ensure the service KPIs are within acceptable tolerances Work in order of SLA and priority of tickets Shared responsibility for dealing with NOC Understand and adhere to Services processes Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages System documentation Enter all work as activities, service tickets, or project tickets into ConnectWise Document internal processes and procedures related to duties and responsibilities Key competencies: Training in IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP ITIL Foundation Qualifications Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care Diagnosis skills of technical issues Ability to multi-task and adapt to changes quickly Technical awareness: ability to match resources to technical issues appropriately Service awareness of all organisation’s key IT services for which support is being provided Understanding of support tools, techniques and how technology is used to provide IT services Self-motivated with the ability to work in a fast-moving environment Positive and passionate about technology

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