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Call: 01242 505 400  Or  Email us

2nd Line Engineer

Full Time | Permanent Cheltenham 8 months ago

As a 2nd Line Engineer, you will provide escalated support both in-house to the 1st Line Team, and also to a wide variety of clients across a range of sectors.

Your responsibilities will be:

  • To maintain 2nd line support tickets correctly and keep the customer updated with progress every day
  • Deliver exceptional service to both internal and external customers and stakeholders
  • Monitor the 2nd line support ticket queue ensuring tickets are actioned within SLA  
  • Take ownership of the entire support process end to end and be the primary customer liaison for the issue
  • Build excellent customer relationships and ensure service excellence is delivered at all times
  • Assist 1st Line Engineers with technical queries to further their knowledge
  • Work with third party vendors including Microsoft, Citrix and Vmware
  • Work as part of the 24×7 Priority 1 On-Call Rota

You have got:

Proven relevant experience with the technologies listed below, and ideally with either a Microsoft MCSA, Citrix CCA or Vmware VCP (or higher). 

  • Vmware ESX/ESXi and vCenter
  • Active Directory, DHCP, DNS, Group Policy, WDS and WSUS
  • Windows Server 2012, 2012 R2, 2016 & 2019
  • Office 365, including Exchange Online, Teams, OneDrive, SharePoint, Intune
  • Citrix XenDesktop
  • TCP/IP, VLAN, switching, routing and firewall configuration, VPNs and WAN environments
  • SAN Technologies

It would also be beneficial to have experience of:

  • Exchange 2013, 2016
  • Microsoft Hyper-V and failover clustering
  • Citrix NetScaler
  • Two-factor authentication including Vasco, Azure MFA and SMS Passcode
  • Corporate wireless systems including Meru, Meraki, Aruba
  • Veeam Backup & Replication
  • Sophos Anti-Virus
  • Troubleshooting third party and/or bespoke applications

About you

  • A passion and enthusiasm for technology
  • Previous experience within an IT role
  • Exceptional customer service skills – we pride ourselves on delivering first class service to our internal and external customers and creating ‘raving fans’
  • Excellent communication skills; both written and verbal
  • Ability to demonstrate a high level of accuracy and attention to detail

How to apply

Looking a new job role? Apply for this vacancy using the form below and one of our experienced recruitment consultants will be in touch.

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