2nd Line Support Engineer / IT Support Engineer

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Job Title: 2nd Line Support Engineer

Location: Wooburn Green

Salary: Competitive

Job type: Full time, Permanent

The Company provides IT support services to over 400 clients ranging from small businesses, up to nationwide corporates. Their clients include well known companies as well as education organisations and over twenty charities. They have built their success on providing the highest level of service to form productive long lasting partnerships.

They are currently going through a strong period of growth and looking for great people to join their fantastic team in Wooburn Green. They work exceptionally hard in a rewarding and fun environment.

Candidates must have excellent customer service and troubleshooting skills. A real passion for technology and support are essential.

This is a great opportunity to join a growing organisation with opportunities for progression and training.

The Role:

Provide 2nd line remote support and solutions to their clients

Work alongside Professional Services and Service Delivery teams fixing issues

Support and consult with 1st Line team as an escalation point

Involvement with technical handovers from Professional Services team to helpdesk

Handle VIP support requests

Liaise on behalf of clients to 3rd parties

The Candidate:

The candidate should have experience in some of the following:

Windows SBS 2008/11, Server 2012 R2, Server 2016, Server 2019

Microsoft Exchange, Office 365, Active Directory Sync

Active Directory, Group Policy Management, Print Management

DNS and DHCP networking experience

Remote Desktop Services - Dell Hardware (Desktops, Laptops, Servers and iDrac)

Dell Hardware (Servers, SAN and iDrac)

Troubleshooting advanced networking issues across firewalls/routers, wireless access points and switches

Ideally experience working for an MSP

Experience using Kaseya BMS ticketing system

You should be able to demonstrate the following:

Strong customer service skills

Excellent telephone manner, written English and communication skills

Ability to prioritise case load and manage time effectively

Proactive approach to improving the quality of service they provide

Remaining calm and focussed under pressure

Fantastic problem solver able to think outside the box

What's on offer:

Competitive salary based on qualifications and experience

Incentivised training

Contributory pension scheme

Savings around childcare, gyms, technology, cars, vouchers, cups of coffee, cinema tickets and discounts in restaurants.

Holiday entitlement 20 days plus bank holidays. Employees are awarded with an extra days leave for each complete year of service, up to a maximum of 25 days. Employees who are with us for ten complete years receive two additional days leave.

Buy and sell holiday scheme

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with the relevant experience or job titles of; IT Technician, IT Support Engineer, IT Service Engineer, IT Service Desk Technician, IT Support Technician, Technical Support, IT Support, IT Systems Support, IT Customer Support Advisor, 2nd Line Technical Support Advisor, 2nd Line Technical Support Analyst, IT Technician, IT Support Engineer, IT Service Engineer, IT Service Desk Technician, IT Support Technician, 2nd Line Support Engineer, 2nd Line Support Technician may also be considered for this role.