2nd Line Support Engineer

Location
Northampton
Salary
£21000 - £26000 per annum
Posted
14 Dec 2018
Closes
11 Jan 2019
Ref
00089917
Contact
Recruitment Genius Ltd
Function
IT
Contract Type
Permanent
Hours
Full Time
2nd Line Support Engineer required to work for this growing IT company

THE JOB:
The job holder will work in a 2nd line support role configuring, monitoring, diagnosing, troubleshooting and resolving customer network, server, security, infrastructure and telephony issues.

REPORTING TO: Support Team Leader

LOCATION: Northampton

MAIN DUTIES/RESPONSIBILITIES:
- To be the primary escalation point for 1st line for all queries that cannot be resolved.
- To identify and resolve incidents within agreed SLAs, and provide 2nd line technical support
- To provide customer facing responsibility for all incidents and projects assigned.
- To provide documentation for the Service Desk to improve first time fix rate for faults and service requests.
- To undertake Operational changes to ensure continuity of service as required following company change management processes
- Maintain a good understanding of the functionality and structure of supported systems and clients.
- To plan and carry out effective proactive maintenance of major systems (both internal and client)
- To ensure that unplanned outages & poor performance are minimised and that sufficient capacity &
- disaster recovery provision is maintained to support agreed business needs.
- As required take ownership of all projects assigned ensuring timely updates and delivery of committed tasks.

SKILLS AND EXPERIENCE:
The jobholder will need to be able to work to deadlines think on their feet, take responsibility and work under their own initiative. An excellent inter personnel manner is essential, always adopting a clear, positive, friendly but decisive approach

KEY ATTRIBUTES:
- Experience in telephony, network, server, security and infrastructure diagnostics and configuration
- Knowledge of IT security systems (eg. web based firewalls, SIEM tools, etc)
- Understanding of IP networking fundamentals
- Knowledge of IT infrastructure monitoring systems (eg. Solarwinds)
- The ability to plan and prioritise your workload
- Proven track record of solving client IT issues
- Experience of working to SLAs and KPIs
- Previous experience working for a Managed Service Provider (MSP) dealing with multiple clients and products
- Demonstrable evidence of delivering an excellent customer experience
- Ability to work within a team
- Able to continually learn new skills
- Excellent standard of written and verbal English
- ITIL Foundation v3 Certification (Highly Desirable)
- Comptia A+, MTA or equivalent (Desirable)

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