2nd Line Support Engineer

Location : City of London
Job type : Permanent
Salary : £33,000 - £35,000 Plus Benefits
Reference : 2095

Our client, an IT Solutions provider is looking for a dynamic and talented 2nd Line Support Engineer to join their team.

Based in Central London, our client, a managed service provider, specialise in providing personable IT services to a range of small and medium enterprises.

Their purpose is to support their clients with growth through solid IT solutions and advice, which in turn enables our client’s growth.  This is achieved through their customer-centric approach, continuous development of team members, and a collaborative approach.  Our client acts as their IT department, regardless of size.

Their business foundations and ambitions are strong; they are looking to recruit an additional team member that strives to improve the business and excellence they deliver.  They are looking for another team member who wants to grow and develop with them.  If you want no day to be the same and learn new skills, then you’re on the right page.

They are a friendly creative team.  They’re not geeky but they are geeks!  They like to stand out and create best practices rather than follow them.  They continually invest in their team and have fun along the journey. 

They care about their team as much as they care about their clients.  Benefits are aligned to individual needs.  They are flexible and supportive of hybrid or home and office working.

The role

The successful applicant will be responsible for providing technical assistance to a variety of end-users which includes answering questions, consulting, or resolving systems issues via telephone, remote connectivity or in person. In particular, the role will be based on a dedicated Client site for 2 weeks of each month.

The role will be acting as the first point of contact for clients, providing immediate advice and resolution via troubleshooting and configuration updates. From the point of logging a ticket, you will be the ticket lead, responsible for providing a resolution, liaising with other engineers as required, and following up with the client to ensure that they’re happy with the service. The role will deliver a high level of hardware and software support by efficiently providing technical assistance concerning installations, upgrades, applications, email and operating systems.

On the dedicated Client site, you will provide support to users on a face-to-face basis as issues arise.

Key responsibilities

  • Assist end-users by providing Tier 1 and Tier 2 technical support to raised queries in a professional manner while maintaining a high level of customer service and working with Tier 3 engineers effectively as required. This may be remote troubleshooting or involve site visits

  • Take ownership of all technical queries, ensuring that they are resolved within accordance with each client’s SLA

  • Manage ticket queue, ensuring that all open tickets are up to date with relevant troubleshooting steps and current ticket status

  • Maintain a thorough record of client information through our documented change processes

  • Create and maintain an IT knowledge base for use by other field engineers as well as clients

  • Evaluate the client’s efficiency of different IT systems and recommend improvements

  • Manage client systems including Microsoft Exchange, Active Directory, local and cloud file storage, disaster recovery, VoIP etc. proactively to ensure systems are running efficiently and securely.

  • Provide clients with recommendations for hardware solutions such as laptops, wireless access points, storage devices etc.

  • Liaise with third-party hardware and software providers to effectively troubleshoot client issues promptly

  • Install and perform repairs to hardware, software, or peripheral equipment, following design or installation specifications

  • Maintain systems, install new units, and make modifications to networking hardware as required

  • Identify and research future infrastructure systems and technology innovations and apply this knowledge to client infrastructure improvements

  • Provide clients with advice and support on system improvements and benefits

  • Assist with project work as requested. This may include design, implementation, or a combination of both

Skills and experience

  • Strong working knowledge of Windows 10 and Mac OS X

  • Network experience; LAN, WAN, Wi-Fi including troubleshooting and configuration

  • Strong working knowledge of Windows Server 2012, 2016, and 2019; Active Directory, DFS, FAP, Hyper-V, ADFS, DHCP, DNS

  • Understanding of PC hardware and software setup and configuration including TCP/IP networking skills

  • Cloud Technologies; Office 365, gSuite, AWS, Azure

  • Experience in troubleshooting client-side applications; Office

  • Advanced problem-solving skills

  • Excellent communication skills both verbally and written, ability to communicate with clients at all levels in a professional manner

What’s in it for you?

£33,00-£35,000 per annum

  • Personal development opportunities - paid for study days and exams

  • Death in Service

  • Pension

  • Staff Treats

  • Motivational rewards

If you are interested, please click Apply Now, we'd love to hear from you.