2nd Line Support Engineer

1st Choice Computer Appointments
14 Jul 2018
27 Jul 2018
Contract Type
Full Time

2nd Line Support Engineer

Location: Uckfield


£24k - £28k DOE

Our client is a growing IT and Telecoms Managed Service Provider to companies across the South East of England.

The Role

Directed by the Operations Director, the position of IT Systems Engineer will involve providing end-user customer service, remote and on-site IT support to our clients,


 Respond to requests for 2nd line support as directed by the Operations Director

 Diagnose and resolve technical hardware and software issues

 Research questions using available information resources

 Advise user on appropriate action

 Follow standard help desk procedures

 Log all client interactions on our PSA system

 Liaise with 1st line support/3rd party vendors and client account managers

 Identify and escalate situations requiring urgent attention

 Track and route problems and requests and document resolutions

 Prepare activity reports

 Inform management of recurring problems

 Stay current with system information, changes and updates

 Install and manage systems at our customer sites

Key Skills

 Proven 2nd line Systems Engineer

 Excellent written and verbal communication skills centred around customer service

 Experience of using IT helpdesk systems

 Related experience and training in troubleshooting and providing help desk support

 Extensive knowledge of installing, supporting and troubleshooting Microsoft Windows Desktop, Server operating systems and cloud services including Hyper-V, VMWare, Citrix, Office 365 (including SharePoint Online).

 Attention to detail

 Ability to work under pressure

 Punctual

Desirable Skills/Qualifications

 Relevant qualifications in Microsoft Windows Server 2016

 Understanding of Microsoft Hyper-Converged solutions

 Relevant qualifications in Microsoft Office 365 administration and support

Personal Attributes

 Customer service orientated

 Self-motivated, organised and takes responsibility

 Team-worker

 Adaptable

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