Role: 2^nd Line Engineer

Location: Abingdon

Salary: £30,000 - £36,000k

 Full Time on a 4-week shift pattern rotation

Week A – Early’s – 08:00 – 16:30 – Office based – customer location

Week B – Early’s – 08:00 – 16:30 – Office based – customer location

Week C – Days – 08:45 – 17:15 – Office based – customer location

Week D – Late – 14:30 – 23:00 – WFH – with support

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Primary Purpose

The Desktop team are tasked with supporting, investigating, and resolving our MSP client’s IT related systems and making sure all issues are dealt with in a timely fashion. The role will involve the following;

• Providing support to our clients
• Help the Helpdesk Management Team with continued business improvements
• Provide support to the apprentice, and 1st Line, engineers
• Manage/Maintain all escalations from the apprentice, and 1st line, engineers
• Work alongside 3rd line engineers to escalate more problematic tickets
• Communicate daily to clients with open tickets
• Managing the client’s expectations with ongoing tickets
• Ensure all client related problems are logged correctly
• Inform the Desktop Team Lead of any tickets requiring escalations
• Working with client’s 3rd party suppliers and vendors when appropriate
• Adhere to all company policies and procedures
• Ensuring that all role related KPI’s are met
• Logging, managing, and resolving client IT issues
• Undertake any other reasonable duties as required to meet the needs of the business.

Key Responsibilities

• Being the first point of contact for all incoming support calls, emails, and sessions - when necessary
• Being an escalation point for all escalations coming from apprentice, and 1st line, engineers.
• Ensuring all forms of support call are logged in the system and the client is kept updated.
• Manage incident and request tickets ensuring established SLAs are met.

Person Specification

Minimum:

• Proven experience with: Active Directory
• Microsoft 365 Admin Centre
• Intune Admin Centre
• Sophos Endpoint
• Good working knowledge of: Azure Admin Centre, Entra Admin Centre, Exchange Admin Centre
• 2FA, VPN, DHCP, Mimecast, Barracuda, PowerShell
• Conditional Access, Unifi Wi-Fi, Sophos Firewall
• Apple Business Manager, Azure Autopilot
• Strong knowledge of Windows 11 installation and configuration
• Good understanding of MacOS setup and configuration
• Experience with Google Suite administration
• Exposure to email management across Azure, Office 365, SharePoint etc.
• At least 2 years’ experience supporting medium–large businesses
• Full UK driving licence and access to own transport

Desirable:

• Exposure to Microsoft Server OS – 2008/2012/2016
• Comptia A+
• Comptia N+
• Wireless management – Ubiquiti, Meraki, Netgear, etc
• Mimecast, Barracuda, Sophos Email Gateway
• Group policy management – deployment or management

INDIT