About the role

2nd Line Technical Support

Do you want to work for a company whose main focus is to help their customers build a better business by blending technology and strategy?

The Client is looking for a Service Desk Engineer - 2nd Line to join our Managed Services department, you will be assisting both clients and colleagues with complex technical issues. This role consists of shift work: Mon-Fri 8 hour shifts between 7am – 11pm on rotation with 1 weekend in 6 covered.

Main Duties and Responsibilities:

• Be technical escalation for 1st line support

• Adhere to ITIL service management principles

• Provide 2nd line technical support to colleagues and customers

• Escalate to 3rd line support where required

• Ensure timely resolution and regular communication to customers throughout ownership

• Help design, implement, test and document new processes

• Support colleagues by way of coaching and knowledge transfer

Knowledge, Skills and Experience Required:

• ​Windows 10 & 11

• macOS

• Windows Server (incl. Server Core)

• OpenSUSE / RHE Linux

• Microsoft SQL Server

• Active Directory (Group Policy/Login Scripts/FSMO) / LDAP / Kerberos

• Exchange 2013+

• TCP/IP Stack / DHCP / DNS / WLAN / SD-WAN / VLANs / Cisco IOS

• NAS / SAN Storage Infrastructure such as DataCore

• Remote Desktop Services/Citrix

• Endpoint Management/MDM such as SCCM/Intune

• SharePoint

• Microsoft 365 Administration

• Skype for Business/Microsoft Teams/Mitel

• Veeam/Backup Exec

• MDM Solutions such as AirWatch/Intune

• VI Solutions such as VMware / Nutanix / Hyper-V

• Microsoft Azure / AWS

• PowerShell

If this sounds like a role for you, then send across your application and a member of our team will be in touch.