2nd/3rd Line Support Engineer

An opportunity has arisen for a2nd/3rd Line IT support engineer to continue and develop a career in this highly successful, forward thinking, growing and progressive company, providing Cloud technology, Hosted services, on site and Remote support provision, and consultancy and support services.

The ideal candidate will be have the opportunity and exposure of working with a wide, large and varied customer base, providing a large range of support and consultancy services, on many differing and diverse technical platforms.

We are looking for a talented engineer who is skilled and capable of working as part of a very busy and dynamic team, as well as being able to remain autonomous and self-sufficient in order to support a wide range of servers and networks for small to medium sized businesses in a very fast paced organisation.

You will gain extensive experience over the various supported IT systems, on a Customer base stretching a wide spectrum, and the opportunity to use this exposure, and the diversity it brings to develop a career in IT, and to take every opportunity to develop their skills in this area, through informal and formal training and on the job learning.

Responsibilities:

Completing technical support tasks and activities either in the office, or on customer sites, in a escalation Support capacity handling issues in both a 2nd and 3rd Line capacity where required.

• Solving IT Issues, remotely, via phone, using remote support tools, or on-site presence, as required
• Answering telephone calls from customers promptly with excellent customer Service skills in a positive, can-do, customer focused manner at all times.
• To record customer calls quickly and efficiently, logging, updating calls throughout, and allocating as appropriate, managing to completion calls received in our call management system.
• Building and configuration of Servers, Network Infrastructure, Applications, and PCs to required and standardised setups and procedures
• Manage support calls to ensure quick response and resolution, and prevent non-compliance to Service Level Agreements (SLA’s)Handling escalated issues from other engineers, with great troubleshooting experience and ability
• Deliver outstanding customer service, perception and satisfaction to all customers, at all times
• Deliver great teamwork and communication throughout the IT team, motivating the team to create a positive and professional work environment and deliver excellent IT support services to our customers
• Be involved with, and undertake any other duties in the office, or on site, as requested.

Skills, Knowledge and Experience:

Essential:

• Extensive hands-on experience designing, specifying, configuring and troubleshooting customer requirements and support issues in a changing Server, Storage, Application and Networking environment.
• Windows 2003-2012 server active and extensive knowledge in design, implementation and troubleshooting
• Active Directory design, installation, and troubleshooting
• Exchange 2003-2013 design, installation, and troubleshooting, (including migration between versions)
• Small Business Server build, configuration and troubleshooting
• Virtualisation (VMware vSphere) deployment, administration and troubleshooting
• Server hardware build, monitoring, failure replacements and server room installation
• Storage (good understanding of DAS, SAN, fibre fabrics, iSCSI)
• Networking (good understanding of Layers 2 and 3, switching, routing, VLANs)
• Firewalls & VPNs, good knowledge of WatchGuard, Cisco and other Applicances both Physical and Virtual
• Experience of providing remote support for users and systems, including resolution of technical issues on the phone.
• Design and implementation of Backup strategies, technologies, (Veeam, Backup Exec and others) tape rotation, and restore procedures
• Ability to design and deliver centrally controlled and standalone AntiVirus software and architecture. (Kaspersky, McAfee, Symantec or similar)
• Citrix knowledge, implementation, best practise, deployment and support

Desirable:

A good understanding of MAC OS

• Wireless Installation, configuration and troubleshooting
• Knowledge of security architectures especially with respect to e-commerce and the internet
• Implementation and support of Blackberry Enterprise Products

Personal Qualities:

• Problem solver with good analytical, strong planning, administration, and organisational skills.
• Able to manage expectations at all levels, and communicate accordingly
• Operational Ability to ‘think outside the box’
• Customer service experience including the ability to show empathy and understanding to all customers.
• Enthusiasm for a career in IT and an aptitude and willingness to learn and develop.
• A commitment to undertake technical training and gain industry recognised certifications. Good written and verbal skills.
• Great Team Player
• Ability to communicate complex technical concepts to non-technical audiences.
• Superb customer service and communication skills, both written and verbal – displays commitment to resolving problems as quickly as possible, showing empathy to customers at all times.
• Excellent team player able to contribute ideas and support fellow team members at all times in ensuring a successful team
• Excellent operational experience, including ownership, and prioritisation of Helpdesk calls.
• Can-do, ‘customer-focused’ attitude, willing to tackle any issues and resolve to seek solutions wherever possible with excellent communication skills, both written and verbal
• Ability to multi task, handle high workloads and high call volumes in a busy working environment

In addition to a competitive basic salary, there is a bonus scheme in operation based on your performance. A typical week will see you four days in the office working in a support role and the other involved in projects and on-site visits.