2nd Line Support Engineer

FG150719 | Permanent | North London | 30K - 35K Basic
Office Based


Overview

Our Client, a successful IT & Telecommunications provider is looking for a skilled and experienced 2nd Line Support Engineer to join their growing team in the North West London area. The Support Engineer will be incremental in providing second to none support to the company's end users. As well as fully owning 1st and 2nd Line incidents all the way to resolutions, the Support Engineer will analyse and accordingly escalate specialist issues to relevant teams. The successful Candidate must have strong IT Network experience, and a proven ability to troubleshoot desktop issues.


Responsibilities & Requirements

Responsibilities

  • Attend to 1
    st
    and 2
    nd
    Line tickets and ensure resolution / escalation within SLA.
  • Monitor service management platforms and respond to queries within agreed timeframes.
  • Recognize issues that need specialist support and escalate accordingly.
  • Show flexibility to cover ad-hoc responsibilities across various teams.
  • Take pride in personal development and continuously improve technical knowledge.
  • Take charge of creating documents and procedures.
  • Provide outstanding service to the company’s clients / customers.
  • Ensure due diligence and work within required internal procedures and policies.
  • Act as a first point of contact and trusted advisor to end users.

 

Requirements

  • Related degree level education.
  • CCNA qualification is a minimum requirement.
  • Strong IT Networking experience and skills (implementation and troubleshooting).
  • Proven Implementation and Troubleshooting of Office 365, Azure and ASR.
  • Experience with Asigra backup is required.
  • Good AD and Routing & Switching skills.
  • Outstanding customer service abilities.
  • Proven ability to resolve incidents.
  • Excellent communication and interpersonal skills.
  • Ability to build rapport internally and externally.
  • Outstanding customer engagement abilities via all communication channels.  
  • Strong experience in troubleshooting desktop issues and MS applications.
  • Virtualization skills such as VMware and Hyper V.
  • Proven ability to monitor platforms.
  • PowerShell skills would be highly advantageous.
  • Linux Server Ubuntu / Redhat skills would be preferred.
  • Ability to work in a fast-paced environment.
  • Excellent team player with ability to work on own initiative when needed.

 



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Posted by

Kirsty Bottomley

Position: Junior Headhunter and Lead Researcher


  • Tel: +44 (0)115 838 9496
  • kirsty.b@fullbrookconsulting.com

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