2nd Line Support Engineer

Salary: £36,000 – £48,000 per year

2nd Line Support Engineer

We are looking for a 2nd Line Support Engineer to work with an excellent MSP.

This is a hands-on IT support, customer service and engineering role, entailing engaging with technical and non-technical external and internal customers in a support & engineering capacity, in a professional way commensurate with that expected of a service orientated organization.

 Main Duties / Responsibilities:

• Monitor SLA to ensure these are managed and achieved
• Manage support tickets
• Manage support email/telephone calls
• Provide 2nd Line support and assist 1st technical team
• Schedule job requests and rescheduling of jobs as required

Knowledge and Experience Required:

• 2+ years in a customer support, technical or appropriate service orientated role.
• Excellent communication and customer facing skills through all mediums including telephone, email and face to face.
• Remain calm and professional when under pressure
• Strong customer focus

Technical Skills:

• Experience of Microsoft server and desktop operating systems (i.e. Windows Server 2012 R2 to 2019, Windows 10, 11) use & administration
• Experience of Microsoft Active Directory/Azure AD
• Experience of Microsoft Exchange/M365
• Experience of server and desktop hardware architectures and systems
• Experience of storage architectures and systems in particular NetApp, Nimble, Pure
• Experience of server virtualisation technologies in particular VMware, Hyper-V
• Experience of networking support and engineering in particular Cisco, Meraki
• Experience of backup or disaster recovery systems

ACM Resourcing Services is acting as an Employment Agency in relation to this vacancy.