IT Support Engineer
Up to 36k plus benefits, fully expensed Van and fuel
Based Burnley – free parking and easily accessible - Hybrid working - NOT remote. Applicants need to live in commuting distance of Burnley or willing to relocate
Our client is a leading managed service provider of ICT Solutions. Established for over a decade they are hugely successful, expanding further, and cover a broad range of sectors from Education to large Corporates. Due to growth we are now looking for an accomplished 2nd line Engineer that wants to develop into dealing with more complex problems and escalated issues. They focus on service security and data integrity, and have a strong passion for providing world class Cloud services that they want to continue to build. The company are superb to work for and provide a great environment and culture with superb training and development opportunities to keep your technical skills as advanced as possible.
Main Responsibilities
• Providing customer support for incidents escalated from 1st line support
• Escalation of calls to Senior Engineer as necessary
• Providing strong server and desktop support across our customer networks
• Keeping clients updated as to the progress of their request / issue status
• Maintaining agreed Service Level Agreements (SLA’s), updating ticket information as you work
• To provide an escalation point for sales / customers / technical, and to manage the solution
• Assisting with training and mentoring of 1st line engineers
• Liaise with third parties and vendors to resolve incidents with root cause analysis
• Perform Incident Management & reporting on complex / large scale issues
• Visiting client sites on occasions to resolve the problem
• Producing and updating technical documentation, conducting infrastructure audits
• To ensure that support work carried out outside of contractual obligations is captured and charged accurately and in a timely manner
• Highlighting ticket trends to Senior Escalations Team / Management
Previous Career Experience:
• Strong experience of a support desk environment, ideally with in an MSP
• Microsoft Cloud technologies – eg. Azure, Microsoft 365, Defender for Endpoint
• Network software including TCP/IP, DNS and DHCP protocols
• Back up and replication technologies (Veeam is highly advantageous)
• Scripting experience with one of these languages PowerShell, Python, Bash
• Desktop as Service such as Microsoft Remote Desktop, VMware Horizon, Azure AVH
• VMware & Hyper-V
• Excellent communication skills
• Able to work to deadlines and SLA’s
• Possesses significant knowledge of client / server and Internet systems architectures
• Has developed complex technical solutions to IT problems
• Ambitious and keen to develop
“Serata Search are operating as an employment agency – we welcome applications from all nationalities but candidates must have full eligibility to work in the UK”