2nd Line Support Engineer

2nd Line Infrastructure Engineer

We have a fantastic opportunity for an experienced and professional 2nd Line Infrastructure Engineer with strong experience in a Virtualisation environment, Azure cloud, Windows, Exchange, 365 and Server skills to be responsible for providing technical IT support to both internal and external customers.

Experience Required

• Experience of MSP Environments
• Cloud Experience (Azure / AWS)
• Monitoring Tools (NOC)
• Knowledge of Virtualisation Environments
• Knowledge of Storage Platforms
• Networking skills
• Firewall skills
• ITIL Experience
• Microsoft Server and Desktop OS
• Installation of Windows OS
• Microsoft Exchange & O365
• Proven Customer service skills

Main duties

• Handle escalations from 1st Line Support according to the company s escalations process
• Handle the end-to-end process of major incidents including all communication with internal/external customers
• Ensure SLA s are met and maintained for all customers
• Ensure aged tickets are adhered to company standards
• Be a role model/mentor for all 1st Line Engineers
• Provide essential training for new starters and 1st Line Engineers
• Ensure all manuals and processes are relevant and up to date according to company standards
• Actively contribute towards the creation and the maintenance of knowledge based articles
• Continual learning and development of key skills and competencies for your position
• To aid 1st Line Engineers with phone support to external customers in order to achieve first time fixes
• Provide internal technical support for systems including server, desktop and networking infrastructure
• Liaise with and build strong working relationships with stakeholders
• To record all calls to ensure accurate information about the client s systems is maintained and available to other support personnel and account managers.
• Comply with all necessary working practices relating to the customer site
• Be able to manage demanding users on customer sites who have high expectations.
• Be able to communicate technical issues and concepts to a non-technical audience.
• There may be a requirement to provide cover to other customer sites when absence by other engineers dictates.
• Complete PC Builds, Installation of Operating Systems and peripherals for internal and external customers when required