2nd Line Support Engineer (2ndline support) Woking, England

Salary: GBP25000 - GBP32000 per annum + Benefits, Flexi working hours

Your Responsibilities


  • To provide 2nd line technical support, answering support queries via phone, email and ticket allocation.
  • Monitoring the core managed service platform and application layer to identify incidents/problems and resolving proactively.
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles, working to defined SLA’s.
  • Maintaining and improving my clients Managed Service production servers, applications and networking.
  • Ensure uptime and resilience of core Managed Service platform.
  • Maintain the integrity of IT security in order to protect and safeguard ai Corporation IP and data by managing a continuous data loss prevention programme.
  • Engage with a third-party hosting provider in regard to any incidents/problems where required.
  • Ensure that all IT incidents are recorded, diagnosed, resolved or escalated to the appropriate person or vendor working to keep/ensure service level agreements.
  • Provide out of hours Infrastructure and Application support for outage incidents and work to agree on a workable patching schedule out of core business hours.
  • Any other duties as and when required.


Technical Skills and Experience


  • Strong working knowledge of deploying, configuring, troubleshooting and supporting Microsoft technologies
  • A good working knowledge of SQL Server and a good understanding of SQL scripting is essential.
    • Windows server (AD, GPO, CA, DNS, DHCP, WSUS, HYPER-V).
    • IIS
    • Perfmon – Data collection and analysis.
    • Windows system security patching.
  • Working knowledge and experience managing networks:
    • TCP/IP, HTTPS, DNS, Routers/Firewalls, VLANs, VPN, Reverse Proxy.
    • Network monitoring
  • Experience in building systems and deploying applications:
    • Documentation and effective user handover.
  • Working knowledge of IT security:
    • Deploying and managing endpoint protection.
    • Monitoring and ensuring systems are up to date (WSUS, applications, firmware, drivers, networking).
  • Previous experience working within a hosting / managed service organization in a Support capacity.
    • Change Management.
    • Monitoring and alerting / event management.
    • Capacity monitoring.
    • Availability monitoring.
    • Anti-virus management.
    • Backup management.
    • DR tests.
  • Experience working in a commercial Helpdesk or Support role, effectively communicating with end users and teams.
  • Experience of working with and supporting financial or fraud management applications.
  • Experience working with Microsoft Azure and Operational Monitoring System (OMS)
  • Working knowledge of Linux operating systems (CentOS, Redhat).
    • Linux system security patching.
  • Understanding of PCI-DSS standards.
  • Cisco Certified Network Associate (2011)
  • ITIL® Foundation certificate


Location: Woking

Starting Salary: up to 32kpa  


Please send a copy of your up to date CV to be considered for this exciting opportunity!