2nd Line Support Engineer

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2nd Line Support - Telford - Permanent

2nd Line, 2nd Line Support, Infrastructure, Firewalls, Servers, Networks, Linux, Windows, VMware, LAN/WAN/WLAN, TCP/IP…

I am looking for an extremely talented 2nd Line Support Engineer who would like the opportunity to join an organisation based in Telford who can offer truly fantastic development opportunities and a clear career path within their group IT function.

As well as being capable of all 1st line tasks a 2nd Line Engineer is expected to do the following;

- Provide 1st line Engineers with support and escalation routes

- Help retain ISO9001 by bringing reported changes to Support processes to the IT Manager

- Taking ownership of escalated 1st Line customer support tickets.

- Undertake diagnosis of tickets obtaining all necessary information

- Resolve customer issues within service level guidelines, escalating issues when appropriate to Senior 2nd Line Engineer or IT Manager

- Creation of knowledge base items.

- Ensure clear, timely and professional communication, with end Users

- Logging and managing incidents and service requests

- Windows Server Operating System Administration

- Ensuring incidents and service requests are resolved or updated within the SLA's

- Deploy Microsoft, Anti Virus Updates and Patches

- Ensuring the IT Manager, is aware of any issues that need to be raised and escalated

- Administration of Windows Active Directory users, Group Policy, Monitoring of Domain health and maintenance of DNS records.

Key skills:

*Windows environment Administration (Server 2012/2016, Active Directory, Hyper-V).

*Windows Desktop support (ideally Windows 7, 8 and 10), including upgrades and deployments.

*Office 2013 and Google Docs, Sheets and gMail etc User support

*Firewalls - administration & maintenance

*Windows-based networking and troubleshooting, including an understanding of IP Communications, DHCP and DNS.

*AntiVirus Software such as Sophos, Avast etc (Administrator Qualification) would be an advantage.

If this sounds like the perfect opportunity please forward over your most up to date CV to [email protected] or call 0121 214 6142 for a confidential discussion.

2nd Line, 2nd Line Support, Infrastructure, Firewalls, Servers, Networks, Linux, Windows, VMware, LAN/WAN/WLAN, TCP/IP…

2nd Line Support - Telford - Permanent

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