2nd Line Support Engineer

As a 2nd Line Technical Engineer at rapidly growing Managed Service Provider based in Milton Keynes, you will be an integral part of our growing team. Your expertise and experience will be key in delivering exceptional IT support to our diverse client base.

In this role you will serve as a technical expert, responsible for dealing with inbound customer issues in the form of Tickets, Calls or Live Chat. You will be responsible for triaging, troubleshooting to a 2nd line level, and resolving issues. Where you are unable to resolve issues there is a 3rd line team available to guide you and ultimately take escalations to reach resolution.,

• Provide prompt and reliable technical support to clients, triaging, troubleshooting and resolving technical issues


• Diagnose and troubleshoot hardware, software, and network-related problems, ensuring minimal disruption to client operations.


• Accountable for your own personal ticket queue, ensuring that all tickets are updated and closed in a timely fashion


• Create and maintain accurate documentation of support activities, troubleshooting steps, and system configurations.


• Mentor and assist junior engineers in their professional growth and development.


Essential Qualities:

• As a Senior IT support Technician, familiarisation with the below technologies is expected. Any training that is needed will be given;


• Windows Server 2022/2019/2016


• Azure & MEM


• Windows 10 desktop systems


• Active Directory


• Deployment Services - Intune/Group Policy


• Networking (Switching/VLANs/Routing/Firewalls)


• Managed Antivirus


• Enterprise Wireless administration


• PowerShell


• Customer centric with great people skills


• Proactive and positive approach to problem solving and client interaction
  
  Excellent communication skills, both written and verbal, will enable you to effectively convey technical concepts to non-technical users., VMware/Hyper V


• Experience of virtualised Microsoft environments Experience with Egnyte for file storage


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  Personal Qualities:
  
• Takes pride in providing a high level of service


• Regularly going above and beyond


• Strong attention to detail


• Ability to work under pressure and handle difficult situations


• Impeccable time management skills with the ability to prioritise effectively
  
  £25,000-£35,000 per annum depending on experience


• Annual Leave of 25 days + UK Bank Holidays


• 1x day Birthday leave per year


• Vitality Health Insurance


• Life Assurance


• Pension scheme through People's Pension


• Referral Bonus scheme


• 24x7 Confidential Support Line (health & wellbeing, counselling, family, legal, general advice, etc)


• Access to internal Mental Health First Aid Champions


• My Staff Shop scheme discounts


• Cycle to Work scheme


• Free eye tests


• Annual flu jab