2nd Line Support Engineer
Posted Updated 9
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Description
We are looking for multiple second line Engineers for a special client of ours based in Farringdon, London!
This client is a well-established MSP, with a growing number of partnerships with industry leaders in the IT sector and they are looking for someone who is both passionate about IT and enjoys troubleshooting problems.
RESPONSIBILITIES
- Work closely with Team Leads/SDM or other engineers where 2nd line support is required.
- To support other engineers’ technical needs, whilst at the same time ensuring that they are using their knowledge and skills to the maximum before the escalation of cases.
- To identify knowledge gaps within the team and ensure that these are filled through training.
- To prioritise and manage many open cases at one time – multitasking.
- Be approachable and enthusiastic about transferring knowledge and be fully integrated and engaged in the service delivery team’s working day.
- To develop and maintain records, prepare reports, and correspondence for escalated incidents.
- Keeping all assigned escalated ticket up to date and client communicated regularly.
- Making sure time is entered within ticket on the go when doing tickets.(Live time entry)
- Identify the root cause of the major incident and recommend the option to make sure it does not occur again.
- Responsible for creating an incident report/RCA report for TL/SDM review for clients
SKILLS
- Microsoft Azure VMs, VPNs, hybrid environments (including sync of directories)
- Microsoft Windows platforms in particular Windows 7-10
- Microsoft Server platforms – 2008-2016 (including core)
- Microsoft Office Versions and Exchange 2007-2016 / Office365
- Virtualization - Hyper-V / VMware
- Network infrastructure - routers, firewalls (SonicWALL), VLAN, WLAN (Meraki), QOS, routing
- Server monitoring, maintenance and remediation (in-depth Microsoft troubleshooting)
- Security platforms: antivirus (Webroot), OpenDNS, Qualys (vulnerability management), Sophos encryption/end point management
- Cloud email security systems : anti-spam, email archiving (Reflexion / Mimecast)
- Cloud file sync and share platforms : Drobox, Box, Soonr
- Phone systems (on premise / hosted) : VoIP troubleshooting and configuration management
- In-depth knowledge of ConnectWise, LabTech and other tools / platforms used by the business, recommended but not essential
- Backup system: Veeam and Shadow Craft
If you are interested in this role, please APPLY and one of our consultants will be in touch!
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