2nd Line Engineer (Aw000621) Abingdon, England
Salary: | GBP24000 - GBP34000 per annum |
Role: 2nd Line Engineer
Location: Abingdon
Salary: £26,000 - £34,000k
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:
- Excellent knowledge in Windows 7/8/10 installation and configuration
- Good knowledge with MacOS installation and configuration
- Exposure to Email Management/Configuration – Exchange 2013/2016, Office365, etc.
- 2+ years’ experience working with medium-large businesses.
- Ability to learn on your feet.
- Strong communication skills
- Excellent troubleshooting and problem resolution skills
- Excellent client service
- Positive attitude to work
- Strive to continuous improvement.
- Able to work independently under pressure.
- Minimum of 2 years’ IT experience in a corporate or services environment
- Driving license and 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