2nd Line IT Support Engineer

This role is for an award-winning technology services company based in Bedford but working across the UK. They have been going since 2006 with an established growth record, fantastic clients and an excellent working environment.

You will be a 2nd line service desk engineer working on their Central service desk. Your role will be to provide 2nd line technical support to some of their key clients. To maintain a high degree of client service ensuring responses are accurate. As an initial point of escalation for the 1st line team, you will be required to take escalations, fully understand the problem and resolve within agreed SLAs.

You will be a dedicated and experienced IT Support engineer with 2 or more years' experience ideally working for an MSP

Technical Skills Required:

Windows Desktop (7,8.1,10)
- Good understanding of PC hardware set-up and configuration
- Knowledge of Cloud storage solutions, OneDrive, SharePoint, DropBox, etc...
- Advanced Windows 10 Desktop Administration
- Application and OS deployment
Windows Server (2012 R2, 2016, 2019, Hyper V)
- Good working knowledge of Active Directory, Group Policies, Terminal Services and DHCP, AD Domain services, MFA Server and SSO
- Proactive server monitoring and reporting
- Backup monitoring and reporting
Office 365
- 365 Maintenance, Configuration, Changes (adds/removes/password resets/migrations)
- Deep expertise in SharePoint online and teams online
- Strong understanding and capability using PowerShell relating to Office 365 services and Azure AD. Ability to automate and standardise configurations by script
Networking
- Understanding of networking and troubleshooting
- Basic understanding of IP addresses, DNS and what makes up an IT network
- Diagnosing internet connection issues
- Diagnosing Wi-Fi issues and performing Wi-Fi Surveys
- Basic Firewall configuration and troubleshooting
Printers
- Understanding of printer errors, printer configurations, including reinstalling drivers and changing printer options within Windows

The Candidate.
They expect you to:
- Exceed SLAs and ensure the 30 minute call back guarantee is maintained
- Manage onboardings of clients and their teams
- Achieve consistent 5 star on all Customer satisfaction surveys
- Follow established escalation process for critical or high priority issues as identified onsite
- Refer to internal knowledgebase, assets, internal/external resources to provide accurate solution
- Produce and keep up to date documentation on client's systems
- Flexible approach to work
- Floor walk and assist the 1st line team
- Produce weekly playbooks and report to senior management team
- Mentor 1st line engineers

Company benefits:
- 28 Days annual leave plus 1 day, 2 weeks either side of your Birthday
- Contributory pension scheme
- Great working environment with friendly team
- Employee share ownership scheme
- High performance computers for all employees
- Receive up to 10 days of relevant training per year