2nd Line Support Engineer

An opportunity has arisen for a dynamic and technically minded 2nd Line Support Engineer to join a growing and advanced company, to support a state of the art technical infrastructure used for the delivery of managed solutions to their client base. You will be situated at a client site on a permanent basis however employed by the company I am recruiting on behalf of.

Your normal working hours will be 09:00am to 17:30pm, Monday to Friday. It is a requirement of this position however, that the Company may flex these hours in order that your technical duties may be carried out in line with customer and business requirements. On a rotational basis (approx one week in 6), you will be required to be on call to deal with any out of hours support calls.
Skill and Knowledge Base:

The ideal candidate should be able to demonstrate a sound education at a good standard. They should be self-motivated, attentive to detail and have an obsession with providing a high level of service and customer satisfaction. You should be hard working, able to work under pressure, be open to new ideas and able to communicate effectively at all levels. Also you should be able to work in a demanding environment. The right candidate should have a skill set of the following:

• Windows 2003/2008/2012 Server administration and basic configuration and troubleshooting.
• Windows 7/8 desktop support experience
• Active Directory administration and configuration including Group Policy.
• The remote support of users in a Citrix environment.
• Remote troubleshooting of hardware issues and operating system level problems in a Windows environment.
• Knowledge of network and router/firewall remote troubleshooting and configuration. Knowledge of networking to include TCP/IP, DNS and DHCP.
• Microsoft Exchange 2010 administration and configuration.
• Good knowledge of supporting and troubleshooting
• Microsoft Office 2007, 2010 and 2013.
• Mobile device remote support, in particular Microsoft Exchange ActiveSync connectivity.
• Relevant support experience in an ITIL based service desk environment.
• Working knowledge of Barracuda firewall products, spam filtering technologies and Microsoft SharePoint would be advantageous.
• A sound understanding of the legal sector and its members.

Personal Attributes:

• An effective communicator at all levels and have the ability and drive to build report with customers.
• An exceptional phone manner, able to professionally deal with high levels of incoming calls, communicate effectively to different customers, with differing technical knowledge from different countries.
• A keen listener, able to absorb information and act on it in an appropriate professional manner.
• Demonstrate a professional attitude and approach to all work-related tasks.
• Be organised, motivated and have an enthusiastic personality.
• The desire to do things right first time, every time.
• Understand the need for good documentation control and system procedures and have the conviction to use these controls.
• Ability to adapt to different challenges and situations.
• Good problem solver.
• Exceptional team player.
• Desire to learn new techniques and skills.
• Ability to work through a never diminishing call queue whilst maintaining motivation and drive.
• The candidate must be flexible in the hours of work and prepared to meet tight deadlines.

Responsibilities:
• Actively managing and maintaining a list of calls escalated from our 1st line team, including regularly updating calls, investigative work and keeping customers up to date.
• Taking calls from customers and logging the call in accordance with company guidelines.
• Performing maintenance and technical tasks as required such as computer and laptop builds and diagnosis of problems.
• Performing testing and investigative work as necessary.
• Working as part of a large team to meet targets and maintain service level agreements.
• Completing customer onsite support duties as required. Willingness and flexibility to attend customer sites up and down the country, this may include travel and overnight stays.
• Working in accordance with the 2nd Line Team Leader.
• To liaise with and maintain a good working relationship with third party vendors to ensure the needs of the customer are met.

In return for your hard work and dedication, you will be remunerated with a competitive salary including additional company benefits such as bonuses amounting to 6% of salary, pension and private health care. This is an excellent opportunity to work on behalf of a growing and forward thinking company who are keen to promote from within and invest in their people.

If you feel you meet the criteria of the above description and wish to apply, please send an up to date and relevant copy of your CV to ben.p.a4lglun2bsm@ethero.aptrack.co or alternatively call Ben Poole on for a confidential discussion about the position.