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2nd Line Engineer

Gold Group Ltd
Crawley, UK
Closing date
1 Nov 2020

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Technology & New Media
Contract Type
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2nd Line Engineer £32,000 - £38,000

Central London

Do you have experience working within IT support in an MSP environment? Do you have exposure to Azure and cloud-based technologies? If you do then this role will be ideal. Working with a large MSP based in Central London that are looking to expand their support team.

The ideal applicant will have experience working a 2nd line level within an MSP environment, where you have encountered many different technical support requests.

The Role:
  • Work closely with Team Leads/SDM or other engineers where 2nd line support is required.
  • To support other engineers' technical needs, whilst at the same time ensuring that they are using their knowledge and skills to the maximum before the escalation of cases.
  • To prioritise and manage many open cases at one time - multitasking.
  • Be approachable and enthusiastic about transferring knowledge and be fully integrated and engaged in the service delivery team's working day.
  • To develop and maintain records, prepare reports, and correspondence for escalated incidents.
  • Keeping all assigned escalated ticket up to date and client communicated regularly.
  • Making sure time is entered within ticket on the go when doing tickets
  • Identify the root cause of the major incident and recommend the option to make sure it does not occur again.
  • Responsible for creating an incident report/RCA report for TL/SDM review for clients.
  • Lead and run to completion rollouts of proactive technologies across our client base to ensure reactive work is minimised and efficiency gains can be realised across the company.
  • Responsible for increasing proactive score thus achieving the proactive objective.
  • Responsible for problem management tickets and working with other Tier 2 engineer to get permanent resolution. Documenting this for Knowledgebase.

Skills Required:
  • Microsoft Azure VMs, VPNs, hybrid environments (including sync of directories)
  • Microsoft Windows platforms in particular Windows 7-10
  • Microsoft Server platforms - 2008-2016 (including core)
  • Microsoft Office Versions and Exchange 2007-2016 / Office365
  • Virtualization - Hyper-V / VMware
  • Network infrastructure - routers, firewalls (SonicWALL), VLAN, WLAN (Meraki), QOS, routing
  • Server monitoring, maintenance and remediation (in-depth Microsoft troubleshooting)
  • Security platforms: antivirus (Webroot), OpenDNS, Qualys (vulnerability management), Sophos encryption/end point management
  • Cloud email security systems : anti-spam, email archiving (Reflexion / Mimecast)
  • Cloud file sync and share platforms : Drobox, Box, Soonr
  • Phone systems (on premise / hosted) : VoIP troubleshooting and configuration management
  • In-depth knowledge of ConnectWise, LabTech and other tools / platforms used by the business, recommended but not essential
  • Backup system: Veeam and Shadow Craft

This is a great chance for a 2nd Line Engineer to join a growing MSP to further develop your career.

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
We will contact you within the next 14 days if you are selected for interview. Privacy Policy.Equal Opportunity and Diversity Policy.
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