2nd Line Engineer

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