Our Client is a global IT & Network Services provider is looking for a Second Line Support Engineer to join their team. As well as providing outstanding Support to the company’s clients, the Support Engineer will effectively manage incidents all the way to resolution.
Responsibilities & Requirements
Provide outstanding Second Line support to the company’s clients.
Monitor client infrastructure remotely.
Provide the company’s clients with over the phone support.
Responsible for configuring and installing client infrastructures.
Find root cause of issues by investigating Second Line support calls.
Effectively manage incidents all the way to resolution.
Responsible for Clients’ IT infrastructure and their operational effectiveness.
Proven experience in providing engineering support within a customer facing role.
NetApp experience and technical knowledge would be highly advantageous.
NetApp qualifications (NCSE), or evidence of actively working towards these would be preferred.
Excellent team player with ability to work on own initiative when needed.
Ability to prioritise effectively and work towards SLAs.
Security clearance would be ideal.
Leadership skills are preferred.
Confident communication skills both face to face and over the phone.
Strong fault finding and troubleshooting skills.
Ability to carry out root cause analysis.
VMware certification would be highly advantageous.
Experience with Cisco UCS and Hyperflex would be ideal.