2nd Line Support /Desktop / Network and Server Engineer

Job Title:           2nd Line Technical Support Engineer / Server and Network Support

Location:          Holborn (London) – Travel to customer sites is required

Salary:               Grade 3, £25,800 – £34,200

Job Type:           Full Time

Objective of the Role

As a core part of the technical team, the key objective is to ensure that support calls that have been escalated are dealt with in a professional manner and within the designated Service Level Agreements (SLA).  Where this is not possible, to escalate the call to Third Line, keeping the Helpdesk and Client updated at all times.

You will be required to travel to customer sites providing onsite support consisting of Desktop, Server and Network related support to assist the Service Delivery function and related project work.

You will be required to investigate, diagnose and resolve issues relating to Desktop, Server and Network devices. This will include hardware and software issues which may require reconfiguring or upgrading, you must demonstrate an understanding of these devices and related software.

Key Responsibilities

• Willing to go the ‘extra mile’ in helping solve client issues & keeping clients up to date.
• To remain focused at all times, logging and updating ALL key information regarding the support call using the tools provided by the Company.
• To remain constantly focused in resolving the support call in a quick and efficient manner, managing expectations and providing resolutions within the company’s agreed SLA’s
• Escalate calls to the Third Line Team when appropriate.
• To be able to adapt quickly to changing working environments and to familiarise yourself with all key company systems.
• To show a genuine desire to continually improve your technical knowledge and ability through self-study and in conjunction with the Company’s offer of training.
• To document any changes to a client’s infrastructure following a change in configuration or an upgrade/addition.

Person Specification

• Must be certified to MCITP – Server Administrator level, or willing to prove ability to support at this level (will be required to pass MCITP –Server Administrator within 6 months)
• Networking skills – LAN/WAN/Wireless maintenance, router/switch configuration
• MS Office – 2003/2007/2010/2013.
• Exchange 2007/2010/2013 support.
• Knowledge of AntiVirus applications.
• Knowledge of Office 365 migration and maintenance.
• Knowledge of Backup applications.
• Windows Server (2003/2008/2012) support.
• Windows XP/Vista/7/8 desktop support.
• Desktop, Server & Networking hardware maintenance – memory installs, hard disc replacements, server installations, switch installations & configuration, Router/Firewall installations & configuration.
• Must project a positive, friendly professional image on the phone and in person when on customer sites.
• Thrives on the diversity of travelling to different customer sites on a daily basis.
• Must have excellent documentation skills.
• Must be flexible in their approach to travel and projects undertaken.

To Apply please click on the link attaching your Full CV and Covering Letter

(Keywords; IT Helpdesk Support Technician; IT Technician, IT Service Desk Technician, IT Services Manager, IT Desk Support, IT Manager 1st Line Helpdesk Engineer,  IT Support Technician, 2nd Line Support Engineer, 2nd Line Support, Support Technician, MCTIP, LAN, Exchange, AntiVirus, Backup applications, Windows XP/Vista/7/8 desktop support)