2nd Line Technical Support Engineer / Desktop Support Engineer

Job Title: 2nd Line technical support Engineer/desktop/Server & Network Support

Location: London

Salary: £25,800 – £34,200

The company is a UK IT Company and outsourcing partner who designs and implements innovative solutions and provides professional managed services working to ITIL framework.  Privately owned and established in 2003, the company merged with Admiral IT, Admiral Education and Admiral Infrastructure in August 2012.

The company is striving to set a new standard in the IT World and believes this can only be accomplished with the right people. The company value their employees and work together to realise their potential, with the right people the company can set the standard that others follow.

Job 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.

As a 2nd Line Technical Support Engineer 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.
• Where required, to answer the telephone within the company’s SLA and using the standard company greeting.
• 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 keep up to date with current technologies as used by the Company and its Clients.
• To maintain a healthy and interactive relationship with your team members and actively participate in the Company’s activities from time to time.
• To document any changes to a client’s infrastructure following a change in configuration or an upgrade/addition.

The Candidate:

• 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 be able to demonstrate technical ability at 2nd line engineer level meeting the above capabilities.
• Must be able to communicate clearly at a technical and end user level.
• 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.

Please click the APPLY button to send your CV and Cover Letter for this role.

Candidates with experience of; MCITP, 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 will also be considered for this role