Senior 2nd/3rd Line Support Engineer

Profile Resourcing Limited
14 Sep 2018
14 Oct 2018
Contract Type
Full Time
Senior Support Engineer (£26-34k DOE)

you will be provding 2nd/3rd Line helpdesk support to external customers, assisting them with hardware and software problems. You will be troubleshooting, installing, maintaining and supporting a wide range of IT systems.

There will be opportunities to work with the professional services team delivering projects to our new and existing customers.

Previous experience in IT Managed Services or IT outsourcing is desirable. Experience with RMM, PSA and BUDR tools is also an advantage, but will training will be provided.

Duties and Responsibilities including but not limited to

• Lead project delivery on client projects you are allocated.

• Primary role will be in project delivery, 3rd line service desk escalations when required.

• Provide 3rd line technical support both remotely and at our client’s sites;

• To make best practise recommendations both internally and to clients.

• To maintain a high degree of customer service for all support queries and adhere to all service

management principles.

• Overall responsibility for the progression and effective resolution of all support cases received in

accordance with customer SLA requirements.

• To take ownership of user problems and be proactive when dealing with user issues.

• Support users in the use of Computer equipment by providing necessary training and advice.

• Ownership and management of project work and ticket escalations.

• On-Site support at client’s site when issues cannot be resolved remotely

• Document network information for clients.

• Technical pre-sales support for client account managers.

Skills / Attributes Required

• Proven experience in delivering complex projects.

• Experience in cloud migrations.

• Strong skills with Microsoft Cloud, 365, SharePoint Online, EMS, Azure.

• Outstanding customer services skills

• Good documentation skills and an eye for detail.

• Previous Service Desk and project delivery experience.

• Ability to multitask and prioritise calls / issues using own initiative.

• Strong team player.

• MCPs, MCSA or MCTIP or a CCNA at least one of these certifications

• Excellent telephone manner.

• Strong knowledge of Microsoft based operating systems and Office 365

• Administration of Microsoft Exchange (Apply online only)

• Good experience and understanding of LAN, WAN, VPN technologies

• Security technologies, including firewalls, UTM, anti-virus (SonicWall, Draytek, etc)

• Use of remote support tools, RDP, RMM

• Commercial understanding of IT project delivery.

• Excellent understanding of networking technologies

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