2nd Line Support Engineer

Job Summary

• Provide line technical support to a range of clients, resolving issues with problems with customers' IT infrastructure, providing insight and proposing solutions to IT issues;
• You have a passion for solving problems and helping our customers. You must be able to quickly get to the root of customer problems by gathering all the necessary information, investigation and either resolve the customer’s issue or redirect/escalate to the correct tier within the organization. Customer experience is key and therefore being able to work to SLA's and keeping departmental and personal KPI's in mind is very important;


Responsibilities

• Troubleshooting & problem-solving technical issues or proving technical advice as required.
• Ensure that all systems and services are proactively maintained, monitored and supported to ensure that we are meeting set SLA’s.
• Log calls in the relevant Call logging system.
• Carrying out screen-sharing to help customers get set up and operational
• Log and escalate calls with third parties where required, ensuring communication back to the customer
• Empowering customers by promoting Knowledge base and self service
• Provide 2nd Line support to include technologies such as and not restricted to, VMware, Microsoft, and

Requirements

• Analytical and problem-solving skills, with the ability to multitask
• Enthusiastic and a great attitude towards learning
• Able to work to targets (SLA’s)
• Strong technical background with proven experience in Windows Server 2012/2016/2019, Hyper-V, MS Exchange
• Group Policy, PowerShell, Other Desirable: Citrix XenApp, Microsoft Azure/O365
• Advanced knowledge and experience of Networking, Active Directory, Virtualization, IIS and Operating Systems
• Driving license



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