Robert Half have partnered on a retained basis with Nebula IT Services, in support of their continued growth into 2024.

Nebula are experts in the latest IT and communications for businesses across Bristol, Bath and Gloucester. From managed IT services & support to email back-up, security solutions, disaster recovery, and managed communications, they will ensure that your business is benefiting from the most reliable and efficient systems.

Job Description:

Nebula are are seeking a skilled and motivated 2nd Line IT Support Engineer to join the team. As a 2nd Line IT Support Engineer, you will be responsible for providing technical support to clients, becoming a point of escalation to 1st Line Engineers and performing site visits, as and when required.

Responsibilities:

• Providing technical support to clients via phone, email, and tickets, while ensuring high levels of customer satisfaction
• Acting as a point of escalation for 1st Line Support engineers, providing support and guidance when needed
• Investigating and resolving technical issues related to the Microsoft 365, Azure, SharePoint, Windows Server & Networking (Firewall/Switches)
• Liaising with 3rd party vendors to assist in problem resolutions
• Performing maintenance and upgrades to client systems, including Networking and Windows Server
• Performing site visits for customers as and when required
• Assisting the Projects Team as and when required.
• Maintaining accurate records of all client interactions and resolutions in our ticketing system
• Keeping up-to-date with the latest industry trends and technologies
• Assisting 1st Line Support engineers with ticket overflow
• Documenting processes and procedures related to issues and fixes
• Vulnerability management for customers
• Performing BCDR tests and restoring files and systems if necessary

Core Skills and Qualifications:

• Proven experience as a 2nd Line IT Support Engineer or similar role
• Strong understanding of M365, Azure, SharePoint and Microsoft Endpoint/InTune
• Experience of managing Windows Server, On Prem & Hybrid
• Experience working with Network Equipment such as Draytek, Fortigate and Unifi
• Strong networking capabilities (DNS, routing, switching etc)
• Experience with maintaining virtualisation software eg Hyper-V & VMware
• Familiarity of backup, and disaster recovery technologies such as Acronis & Datto
• Experience with maintaining AVD, including troubleshooting, patching and host pool management.
• Strong communication and customer service skills
• Ability to work independently and as part of a team, in the Office and during site visits
• Microsoft certifications (eg, Microsoft Certified Systems Engineer, MS-900, AZ-900)

Desirable Skills

• Knowledge of Cyber Essentials requirements
• Relevant Industry certifications (eg CompTIA Network+, CCNA)
• Familiarity with VoIP systems such as Gamma, H.V Select and 8x8
• Experience with creating Powershell and Batch scripts
• Understanding of ITIL (Information Technology Infrastructure Library) practices for IT service management.

Salary/package

• £30,000 - £33,000 base salary
• 23 days annual leave (raising annually) + bank holidays
• Funded training
• Hybrid working available
• Company profit share bonus scheme
• Staff events (charity/fundraising)
• Perkbox staff perks

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