2nd Line Support Engineer

London (Onsite)

£37k - £42k

Skills 2nd Line support Engineer, Support Engineer, Microsoft, Azure, O365, Exchange, Windows Server Active Directory, Windows OS, networks TCP/IP, DNS, VMware, Desktop, Hardware, Software, ServiceDesk, 2nd line.

We are looking for an experienced 2^nd line support engineer to join a Leading MSP, but working on site in London for a Key Financial Services Client. As a 2^nd line support engineers you’ll 3yrs plus supporting MS O365 environment, with Azure Cloud, with a strong a strong foundation in customer-facing support roles, adept at working within SLAs to meet both customer and project requirements.

You will have intermediate-level knowledge and practical expertise in MS Windows Server Technologies, Exchange/Hybrid Technologies, Active Directory management and administration, and Office 365 management. Additionally, you will have skills that extend to Firewalls, Routers, VPN technologies, and Intune administration in cloud-based SaaS environments. The ideal candidate will be able to create and support laptop and iPhone builds, managing profiles from start to finish.

You must be capable of working both within a team and independently, with strong problem-solving abilities and pride yourself on fixing Tech issues swiftly whilst adhering to SLAs.

Daily Responsibilities

• Ensuring the smooth running of our client’s systems and network infrastructure ensuring they get maximum benefits from them. Activities may include:
• Log, and Investigate customer tickets, where possible applying a permanent fix or an agreed workaround to restore service.
• Provide Level 2 Server, Network, and Desktop Technical Support, diagnosing customer issues, and providing a high level of first-time fix.
• End to end ownership of a customer ticket, identifying the underlying cause and managing the implementing of a permanent solution, escalating to a Senior Engineer as necessary.
• Manage and work to internal and customer SLA’s, escalating any concerns.
• Managing client expectations through clear communications.
• Work closely with the customer to maintain and support the infrastructure and the customer’s tickets effectively.
• Action Hardware and software installations.
• Create and maintain customer specific infrastructure documentation within the IT Glue Knowledge System.
• Work closely with the Senior Engineer, sharing information to enable the resolution of issues confidently and effectively.
• Ensure all time is captured within accurate time entries within the Connectwise Manage PSA tool – submit timesheets weekly.

With partnerships with leading vendors, there's ample opportunity to progress your career and gain industry certifications, in readiness to move to 3^Rd Line / Tech Consultant. Ready to make your mark? Apply now!

Skills:- 2nd Line support Engineer, Support Engineer, Microsoft, Azure, O365, Exchange, Windows Server Active Directory, Windows OS, networks TCP/IP, DNS, VMware, Desktop, Hardware, Software, ServiceDesk, 2nd line.