2nd Line IT Support Engineer – Office / Home Split

2nd Line IT Support Engineer – IT Solutions, Services & Outsourcing Provider
Kings Cross, London + Home Based
£28,800 – £33,600

Just being highly technically qualified is not enough; each of our team members must able to talk both in technical and more importantly, layman’s terms to our customer base. Customers are treated with the upmost respect at all times and our team members care deeply about delivering outstanding customer experience.

We have a 100% customer retention rate because we recruit people who care.

The 2nd Line Support Engineer Role:

Working as part of a Service Desk team as part of a Managed Service supporting 8 organisations with a total of 1000 end users. Our engineers work predominantly in our customers’ offices, often alongside in-house IT staff. We take calls remotely from our clients and also support them on-site when needed. Our engineers pickup support calls via VoIP handsets that can work from anywhere with an internet connection and Engineers usually split their time between different customer sites and also work from home.

The successful candidate will have experience working to KPIs and SLAs and will be used to IT Service Management systems to log tickets, communicate with customers and track all of their time. The work will be varied and challenging, working with varying server / network setups and processes. Being part of a close-knit team will enable the successful candidate to develop their skills at a fast pace and settle into a long career with a successful fast growing company.

2nd Line Support Engineer Operational Experience Requirements:

> Experience working for a managed service provider or IT outsourcing company
> Experience on a busy IT Service Desk, remotely resolving Incidents & Service Requests
> Demonstrable ability to work remotely with colleagues in multiple locations
> Experience carrying out customers site visits and working independently
> Able to follow defined processes such as Change Management & Knowledge Management
> A commitment to knowledge sharing and clear, detailed documentation
> Can work to strict SLAs
> Welcoming, personable, articulate, literate, conscientious
> Able to converse with all levels of colleagues, confidently
> The ability to explain technical concepts in lay terms without being patronising
> The ability to multi-task and manage their time under pressure
> Excellent telephone manner, polite and professional
> Knowledge of ITIL beneficial

Technical Experience Requirements:

> Good knowledge of administrating and supporting MS Exchange 2003 / 2007 / 2010
> Good knowledge working in Terminal Server & Citrix environments
> Comprehensive knowledge of administrating Active Directory
> Comprehensive knowledge of working in an MS Server 2003, 2008, 2012 environment
> Comprehensive knowledge of troubleshooting Windows XP, 7, 8
> Good knowledge of troubleshooting network issues (TCP/IP) and identifying points of failure
> Experience liaising with third party ISPs to resolve internet outages
> Comprehensive knowledge of installing and troubleshooting MS Office
> Good knowledge of troubleshooting printers, mobile devices & desktop accessories
> Ability to troubleshoot Third Party software and liaise with their support desks
> Knowledge of Cloud Computing / working with Data Centres Beneficial
> Experience working with Apple Macs (OSX) advantageous
> Knowledge of GFI Max beneficial
> Knowledge of Datto backup appliances beneficial
> Knowledge of Cherwell Service Management beneficial

Benefits working for us:

> Salaries at market rates for the sector
> Expense contribution for travel when working at customer offices
> Family friendly organisation – we understand the challenges balancing home life and working life, and accommodate needs where we can.
> Annual bonus based on company performance.

You may have worked in the following capacities:
Service Desk Engineer, Field IT Engineer, IT Support Engineer.

The 2nd Line Support Engineer role is being managed by agency innovator RecruitmentRevolution. com. By applying for this role you give express consent for us to process & submit (subject to required skills) your application to our client in conjunction with this vacancy only.