This Job Vacancy has Expired!

2nd Line Support Engineer

Posted on May 25, 2022 by Access Group

Loughborough, Leicestershire, United Kingdom
IT
Immediate Start
£30k - £35k Annual
Full-Time

About you:

You are a dynamic individual who can manage their own workload, understands customer communication and delivering a quality service for our user base. Has good inter-personal skills. Is well organised and practical, with a logical, analytical approach to problem solving. Pays careful, close attention to detail. Is skilled in installing one or more items of hardware and software.

Day-to-day, you will:

  • Provide out of hours, on-call support, normally 1 week in four or five
  • Occasionally work unsociable hours (evening/night, weekends, bank holidays)
  • Work effectively with teams in other geographic areas, particularly UK etc.
  • Help direct and educate/build skills in less experienced staff
  • Be flexible
  • Complete any other duties as assigned by an authorised supervisor
  • Providing technical support and resolving issues on the phone with the clients where possible.
  • Provide regular communication to customers concerning the status of incidents.
  • Maintain ownership of incidents ensuring status updates and resolution according to KPI's.
  • Proactively manage all individual and team assigned incidents and new requests.
  • Monitoring and progressing incidents and requests received through all contact channels.
  • Working with supplier support contacts to resolve complex technical issues.
  • Troubleshooting operating System, Hardware & Application issues on any desktop device.
  • Resolving technical issues, updating Status/Workaround/Resolution within our Service Desk system.
  • Acting as a technical escalation point for Technical Support Analysts to progress tickets throughout their life cycle.



As a well-rounded Infrastructure Engineer, your Skills and Experiences likely include:

  • Excellent written and verbal English communication skills
  • Five years of PC technology experience, including Windows OS and MS Office (W7 or newer)
  • Five or more years of demonstrated experience supporting, maintaining and configuring distributed environment of Desktop Devices
  • Strong networking knowledge and experience (LAN & WAN)
  • Experience with DSL Techologies (FTTC, ADSL)
  • Experience configuring & maintaining network devices (Routers, Firewalls & Switches)
  • Experience of working to an ITIL Framework
  • Experience of Mobile Devices and Technologies
  • Experience of supporting and maintaining Windows Server Environments (Active Directory, DHCP, DNS)
  • Experience of supporting Citrix Environments and deployments
  • Experience of working with Office 365 Environments
  • HyperVisor Knowledge (VMware)

Reference: 1607033848

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