2nd Line Support Engineer

2nd Line Support Engineer

Are you looking to join a company who are passionate about driving digital transformation and champion the values of openness, honesty and trust? This opportunity offers a competitive salary and excellent company benefits.

We are on the lookout for a 2nd Line Support Engineer to join a Microsoft Gold Partner organisation, committed to helping businesses realise their full potential through digital transformation.

As a 2nd Line Support Engineer, you will become part of the Managed Services Team and be a frequent point of communication, providing customer facing interface for support queries and requests. You'll also be working in conjunction with the 1st and 3rd line teams to deliver a cohesive experience for clients.
On a day-to-day basis, you will be responsible for updating customers on all stages of support calls, from logging, research, action plan, escalation to resolution. Further activities and responsibilities are detailed below.

For this role, you must hold or be able to successfully achieve and maintain NPPV3 with SC. Knowledge of the ITIL ServiceDesk environment and a minimum of 2 years Support Engineer experience with Microsoft technologies is essential. Further requirements are listed below.
The salary for this position is circa £24,000 - £26,000 per annum, depending on experience. The role is temporarily remote with a view to returning to office-based.

Immediate start date available.

Further Duties

Co-ordinate support queries and requests
Maintain knowledge base for all encountered issues
Expected to escalate within a timely manner to the 3rd line support team if required
Publish customer facing technical information such as best practice guides, FAQ's, etc. (excludes consulting engagement documentation)
Provide reports and statistical analysis on issues reported and resolved for use by the account management teams and technical teams
Provide a feedback loop to delivery and consulting teams
Provide co-ordination of feedback and point of contact for customers and consultants for issues arising during project deployment (NB this is a secondary responsibility and will always take second place to customers with support contracts.)
Major Incident - be able to analyse root cause and make recommendations cross platform
Conform to change management process for internal and customers
On call responsibilities within a pressurised support environment
Delivery of customer support in line with the objectives of the team objectives, customer expectations and company contractual obligations
Communicating internally and externally support issues, escalations, and action plans to resolve customer issues
Supporting management by providing relevant and timely updates to customer issues
Assist in the technology documentation and generation of Company Intellectual Property
Build and maintain customer support information and documentation of supported customer environments
Build and maintain Virtual environments for the replication of customer scenarios and testing of support solutions
Windows Server administration for a multitude of systems
Confidence in all communication methods when speaking to clients and end users.
Open to 24/7 shift pattern

Essential Criteria

To be successful in the role, you must be able to demonstrate the following skills and experience:

Must hold or be able to successfully achieve and maintain NPPV3 with SC
A minimum of 2 years Support Engineer experience with Microsoft technologies
Evidence of excellent customer service skills
Knowledge of the ITIL ServiceDesk environment
Excellent and demonstrable documentation ability, for both technical documents and customer communication
The ability to work under their own initiative and as part of the team
Working knowledge of basic system administration for SQL Server
Understanding of cloud technology
Specifically relating to hosting servers for both Infrastructure as a Service (IaaS) and Platform as a Service (PaaS) with a view to server migration taking place in the future
Work to strict SLA and ensure case information is correct and current
Sufficient understanding of Windows 10, 8 and 7 Operating Systems

SFIA
As part of the screening process, the Skills Framework for the Information Age is used. This is made up of 7 levels of responsibility and more than 100 individual skills. More information can be found on the SFIA website. This role is expected to be a SFIA Level of Responsibility 2-3.

Benefits:

Private medical cover with mental health and dental upgrade
Employer matched contributory pension (up to 5%)
Sick pay
Perkbox
Get your birthday off
Twice yearly Summit days
Cycle scheme
Flowers sent to your partner on their birthday
Death in service life insurance
Specsavers vouchers
Referral programme

If this role sounds of interest to you, then please submit your application below or get in touch with Sacha on .

Alternatively you can email your CV to to apply.