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2nd Line IT Support Engineer

Reports To - IT Manager

Job Purpose

Provide Support to Users for any tickets escalated from 1st line. The 2nd Line Engineer will also implement infrastructure and support to projects when needed.

Key Responsibilities:

• 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
• Be listed in the 24/7 on call rota to cover Incidents in 1st/2nd Line Role
• 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.
• G Suite domain administration, organisation, license management
• New starter deployment from request to induction of user
• Asset Management - Monitor and keep records of our IT estate including licensing ready for IT Manager when needed.
• Deal with users who may be frustrated by the support process, especially if they have come from an escalation
• High Level of Active Directory administration experience
• Group Policy administration
• Fault resolution within SLA via Ticket 1st Response and closure.

Person Specification

• 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.

Experience

• 2 Years’ Experience working in a team-oriented environment dealing with Network or desktop support
• Email administration
• Antivirus administration
• Administration of Cloud based software systems
• Google Apps Support

Skills

• PC and Laptop hardware repairs
• PC and Laptop Installation
• PC and Laptop Configuration
• Project Management exposure

Personal Qualities

• Clear and concise communication both written and verbally
• Flexibility to react quickly, reschedule and prioritise workload
• Confident in assessing situations and taking decisions solely when unsupervised
• Ability to present ideas clearly and concisely
• Ability to effectively prioritize and execute tasks in a high-pressure environment