2nd Line Support Analyst

Salary: £32,400 – £38,400 per year

2nd LineTechnicalAnalyst £27000-£32000 Hertfordshire

This is an excellent opportunity for a driven, eager 2nd Line Support Engineer/Projects Engineer looking for their next step.

There will be times where travel may be required to a client site, however the majority of the work is based from our head office. Flexibility around working hours to ensure delivery of projects will be of great advantage for the role and naturally expected from time to time.

Thisfull-timerolewillinclude:

* Delivering outstanding customer service by understanding our Client’s IT and business needs

* Being an escalation point for the 1st line team

* Providing centralised support to customers in line with contractual arrangements

* Mentoring Apprentices with onboarding to the company

* Carrying out or assisting with managed services on boarding for clients

* Assisting in projects as required,both remotely and on-site as required

Technical Skills

The role is to support and work with the latest MS technologies (WindowsServer, Microsoft Azure & Office365).

Ideal applicants will have at least 2 years’ experience and demonstrate support knowledge to a 2nd line level of the ollowing technologies:

* Office365

* Windows Server(2012/2016/2019)

* Active Directory

* Windows networking

* Basic routing,switching and Firewallrules

* Printer troubleshooting

Responsibilities

Technical

* Monitor support queues

* Answer telephone calls within a reasonable time frame

* Provide a technical escalation point for1stline Support staff

* Escalate tickets where assistance is needed,or SLAs maybe breached

Resourcing & ClientWork

* Work with Professional Services & Managed Services colleagues, mentor apprentices and be able to workalone to turn around all work in a timely fashion

* Be available to go onsite whether pre-arranged or emergency callout

* Assist and train/mentor with the physical deployment of hardware in to an environment (out

of hours’work is paid if this falls outside of working hours)

* Assist with software installations as required

* Provide cover for other engineers in their absence either within the same team or across

This is an immediate start and working for an ever growing MSP company who offer lots of socials inhouse incentives.