Roles Infrastructure

2nd Line Support Engineer

  • Location: Kent
  • Type: Permanent
  • Payment: £25000 - 35000
  • Per: Annum
  • Role: Infrastructure

Posted by : Mary-Beth Hamilton

Email : MaryBeth.Hamilton@intecselect.com

2nd Line Support Engineer – Tunbridge Wells – £25,000-£35,000k + excellent benefit package and bonus

Overview:
An excellent opportunity has arisen with a market leading Managed Service Provider for a 2nd Line Support Engineer to ensure the progression and swift resolution of tickets logged with the Service Desk and managing client expectations throughout.
Our client provides high-level Managed IT services, IT Consultancy, IT Infrastructure, Digital transformation and specialist IT Security to organisations across the UK.

Role and Responsibilities:
• Proactively monitor our CRM Support queue and personal queue.
• Respond to Critical alerts from our server monitoring software.
• Responded to all customers within assigned SLAs and in the order specified by the priorities.
• Provide Desktop and Server support for both internal and external clients within the boundaries of their support contract
• Maintain client documentation and ensure all changes are updated
• Provide excellent customer service.
• Ensure tickets are kept up to date and clients are kept informed.
• Where required follow relevant escalation procedures to ensure timely resolution of cases
• Monitor and respond to out of hours calls within specified SLA’s when scheduled on the on call rota
• Monitoring, configuration and maintenance of third party backup solutions

Essential Skills and Experience:
• Experience in Windows Server 2012 / 2016,
• Microsoft Office 365
• Microsoft Exchange Online / SharePoint
• Azure AD / Intune
• Exchange 2013 / 2016, Windows 10, Hyper-V, RDS / Terminal Services, Active Directory / DNS / VPN / TCP/IP / Group Policy,
• Routing, Switching, Firewalls, VoIP and Azure.
• Background in providing high levels of customer service in an IT industry.
• Relevant Microsoft qualifications.

Desirable:
• A level or equivalent in IT
• Experience working for an MSP.
• CompTIA A+/Network.

Package:
•£25,000k-£35,000k basic salary
• 28 Days Holiday (Inclusive of Bank Holidays) + 1 extra day holiday awarded for each 2 years of service
• Holiday Purchase Scheme – purchase up to 5 days extra holiday
• Remote/ flexible working hours
• 10 Days Sick Pay
• Private Health Care
• Pension Scheme
• Paid Training
• Paid Social Events
• Refurbished office, including a new collaborative with a coffee machine, bar, TV and Xbox.
• Fresh fruit and hot drinks

2nd Line Support Engineer – Tunbridge Wells – £25,000-£35,000k + excellent benefit package and bonus

Apply for this role

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