2nd Line Engineer

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2nd Line Support, Central Manchester, up to £28,000The main responsibility is providing 2nd line telephone and technical support to a variety of clients, across a range of technologies.

The role is based on taking client phone calls, acting as an escalation point to the service desk team and resolving technical support issues when the 1st line employees cannot, working from our Manchester city centre office. Reporting to the 2nd Line Team Leader.Role Responsibilities

* Provide day to day technical support in an effective and timely manner as part of the Service Desk team

* Prioritisation and management of workload to meet contractual SLAs

* Work as part of a shift rota covering client contracted hours Monday to Friday

Tasks

* Answer inbound telephone calls to the Service Desk within 15 seconds

* Ensure all new incidents or requests are logged in a timely manner with accurate details of the reported fault or request

* Ensure tickets are accurately updated with details of phone calls, ongoing investigation notes and technical detail

* Management of assigned tickets, following through to completion ensuring regular feedback is provided to client through the lifecycle of logged ticketsReview and update knowledge base documents regularly

* Verify, review and allocate tickets in the inbound unassigned queue as per the Managing Unassigned Queue process

* Ensure tickets are completed as per the Incident Management and Request Fulfilment processJob Skills & ExperienceActive Directory: migrating AD (either doing it or an understanding of) User Creation, User Deletion

Group Policy: Go into group policy, an understanding of what it is, build Group Policy, give examples of policies you have created and pushed outDNS: Configuring DNS records, an understanding of what it is, what it stands for

DHCP: adding in DHCP, an understanding of what it is, what it stands for

Virtualisation: VMWARE: backend, storage on the host, setting up VMWARE environments or hosts, Power it on, log into a virtual console, understanding of what a Virtual Machine is, demonstrate they have an understanding of a virtual environment, of the storage required and how everything links together, show that they're able to troubleshoot issues in a virtual environment, monitor and create VM's.Networking: Remote onto the network, open port, change firewall rules, VLAN understanding

ExchangeCompany benefits

We offer a number of benefits, following a successful probation period. We offer a fantastic team-working environment geared towards promoting ideas and delivering solutions to our clients. We consistently look to develop and train our staff to provide the best possible support to our clients and therefore providing opportunity for career growth.

* Annual Bonus (subject to performance)

* Private Medical

* Group Pension (3% contributor)

* Life Insurance

* Annual incentive trip (subject to target achievement)

* Rewards scheme for top performers

* Long service reward programme