2nd Line Support Engineer

2nd Line Support Engineer My client are a multi-site IT Managed Service Provider who’s success has led to the continued expansion of the organisation. They are currently looking for a 2nd Line Support Engineer to join their existing team. This is a permanent position working a 24/7 shift rota (2 days on 2 nights on 4 days off) As a member of the Support Services team, you will play a key role in the delivery of high quality technical support for the business and the customer, whilst delivering exceptional customer satisfaction and a personalised service. Responsibilities - 2nd Line Support Engineer: ·Work with your colleagues on the Service Desk to effectively monitor customer systems and network performance, answer incoming calls, process alerts and manage Incidents and Service Requests. You will be expected to escalate issues appropriately as required in order to deliver the highest possible level of customerservice. ·Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs - response, resolution and availability - and by proactively identifying process improvement opportunities within thedepartment. ·Maximise the use of all in-house systems to be a key member of a highly customer focused and professional Service Deskfunction. ·Reporting and following agreed processes and procedures expected of a mature IT Managed Services provider isessential. ·Communicate fully and effectively with customers throughout the incident lifecycle, ensuring that at all times the customer is fully aware of the status of their incident or service request. Job Requirements – 2nd Line Support Engineer: ·VMware vSphere/vCenter 5.1 (ESX &ESXi) ·WindowsServer ·Active Directory ·Exchangeserver ·Hyper-V ·SCCM,SCVMM ·Good storage fundamentals (EqualLogic,NetApp) ·Good networkingfundamentals ·Serverhardware ·SymantecBackup ·Citrix XenApp – BasicAdministration ·Strong and demonstrable troubleshootingskills Company Benefits - 2nd Line Support Engineer: ·31 days holiday (23 days holiday + 8 days bankholiday) ·Pension Training +Certifications ·HealthcareScheme ChildcareVouchers ·Corporate GymMembership