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2nd Line Support Engineer

£24,000 - £30,000
Surrey
SG/15898
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£24,000 to £30,000

Reigate

 

Combining commercial, education and retail arms, our client is an industry leader in providing technical solutions. They offer an engaging, innovative and exciting approach to business and really invest in their staff. Offering one-to-one training sessions, a personalised development plan, a company healthcare plan, discounts and social activities, they are focused on retaining their top talent, which could be you.

 

More about them…

Operating for over 40 years’, our client’s strong and long-standing reputation precedes them. Keen to provide a personal service to each of their customers, they tailor each of their business packages to ensure best-fit and will always go the extra to mile to deliver exemplary customer service and super reliable IT systems.

 

Your day-to-day

 

  • To manage all incidents and customer requests from receipt to resolution and closure
  • To ensure service level agreement standards are met
  • To resolve incidents escalated from 1st line support team
  • To promptly complete any admin paperwork and documentation
  • Keep accurate records of all site information using IT Service Management tools
  • Promote best practices and adhere to change control process
  • Identify potential sales opportunities and ensure followed through with relevant account handler (s)
  • To work with sales solutions team on site solutions, project planning and implementation
  • Encourage and support customers in using self-service systems to log, update and receive updates of service requests
  • Escalate support instances to 3rd line technical support where applicable whilst adhering to escalation procedures
  • Assist in monitoring tasks where required

 

The 2nd Line Support Technician will…

 

  • Have demonstrable and strong 1st and 2nd line experience
  • Hold excellent communication skills
  • Be self-motivated and pro-active
  • Be a fantastic team-player
  • Have outstanding relationship management skills

 

Have experience with:

 

  • Next Generation Firewall management (SonicWALL, WatchGuard, FortiGate)
  • Microsoft Hyper V
  • Windows Server (DNS, DHCP, AD, GPO, RRAS, MDT, WDS)
  • Office 365
  • Desktop / server hardware
  • Windows desktop OS and Office Suite
  • VMWare (desirable)
  • Switch stacking / VLANs (desirable)

 

Due to the large numbers of responses we receive, despite our best efforts it is not possible to respond to every application. Therefore, only short-listed candidates will be contacted for this particular role and if you haven't heard from us within 7 days please assume you have been unsuccessful on this occasion. Please feel free however to apply for further roles and we will certainly keep your details on file and contact you with suitable vacancies.

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