2nd Line Engineer
All the relevant skills, qualifications and experience that a successful applicant will need are listed in the following description.
We have a fantastic opportunity for an experienced and professional 2nd Line Infrastructure Engineer with strong experience in a Virtualisation environment, Azure cloud, Windows, Exchange, 365 and Server skills to be responsible for providing technical IT support to both internal and external customers.
Experience Required
Experience of MSP Environments
Cloud Experience (Azure / AWS)
Monitoring Tools (NOC)
Knowledge of Virtualisation Environments
Knowledge of Storage Platforms
Networking skills
Firewall skills
ITIL Experience
Microsoft Server and Desktop OS
Installation of Windows OS
Microsoft Exchange & O365
Proven Customer service skills
Main duties
Handle escalations from 1st Line Support according to the companys escalations process
Handle the end-to-end process of major incidents including all communication with internal/external customers
Ensure SLAs are met and maintained for all customers
Ensure aged tickets are adhered to company standards
Be a role model/mentor for all 1st Line Engineers
Provide essential training for new starters and 1st Line Engineers
Ensure all manuals and processes are relevant and up to date according to company standards
Actively contribute towards the creation and the maintenance of knowledge based articles
Continual learning and development of key skills and competencies for your position
To aid 1st Line Engineers with phone support to external customers in order to achieve first time fixes
Assist 1st Line Engineers with incoming phone calls when required by Line Manager
Provide internal technical support for systems including server, desktop and networking infrastructure
Liaise with and build strong working relationships with stakeholders
To record all calls to ensure accurate information about the clients systems is maintained and available to other support personnel and account managers.
Escalate issues in line with guidance.
Comply with all necessary working practices relating to the customer site.
Build strong relationships with customer account managers.
Be able to manage demanding users on customer sites who have high expectations.
Be able to communicate technical issues and concepts to a non-technical audience.
There may be a requirement to provide cover to other customer sites when absence by other engineers dictates.
Complete PC Builds, Installation of Operating Systems and peripherals for internal and external customers when required
Behaviours and key Competencies
Proven abilities to take initiative and be innovative
To have a flexible approach and attitude.
Analytical mind with a problem-solving aptitude
Ability to follow processes
Positive, enthusiastic and supportive individual
Ability to take ownership of and progress issues
Ability to work under pressure
Ability to work in a team and to support team members.
Ability to build good working relationships with internal and external contacts.
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