2nd Line Support Engineer

Ashford, Kent
12 Jan 2018
15 Jan 2018
Contract Type
Full Time

2nd Line Support Engineer





Our client is looking for a hardworking, experienced individual to join their ever-growing team of technical engineers. They require someone with a variety of skills that will allow them to maintain the exemplary service already provided. Interacting with customers will be required daily via multiple forms of communication, including telephone and email, so excellent communication skills are essential. The role consists of providing support to a wide variety of different companies and will require someone who can adapt to situations, using their skills to work through issues in a methodical and dynamic manner. Daily tasks will include generating tickets for new support requests and being the next escalation point for the 1st Line team. Organisation and troubleshooting skills are critical for this position as it is a fast paced and sometimes high-pressure role.

Key Duties

 Diagnose and resolve support queries within customer SLAs

 Organise and manage own workload

 Collaborate with partners and third-party companies to effectively resolve problems

 Use various resources, including other members of the team, to resolve issues efficiently

 Create documentation and guides, including new articles for team knowledgebase

 Troubleshoot technical issues in a methodical and dynamic manner

 Prioritise and make quick decisions based on issues

 Resolve or escalate problems and service requests according to established procedures

 Proactively ensure prompt resolution of support cases and the highest possible levels of customer satisfaction

 Raise, update and close calls on service desk support system

 Escalate tickets to the appropriate resources and likewise provide assistance to other members of the team

 Adhere to company procedures

 Customer site visits will be required at times

Essential Technical experience

 Experience with various versions of Windows (7, 8, 10, server 2008 R2, 2012)

 Windows Server Environment experience involving administration, troubleshooting, maintenance and backup/restore

 Active Directory including Security groups, user creation and administration

 Group Policy creation, amendments and troubleshooting

 DNS both internal/external and web based

 DHCP (server and router based)

 Office 365 and Microsoft exchange setup, administration and troubleshooting

 Router setup and troubleshooting

 Mobile Device Management / administration

 Hardware troubleshooting and maintenance

 Cloud Service Experience (different platforms)

 Antivirus and malware protection

 Basic networking experience

 Sharepoint Experience


 Linux Experience

 Knowledge of TCP/IP

 Site Experience

 Advanced Networking knowledge and Experience

 Experienced in server deployment

 Cabling Experience

 High level certifications such as CCNA or MCSE

Essential personal experience

 Experience working within a service desk environment.

 Full Driver’s License

This role is service desk-based at Ashford, but could involve despatch to customer site. Hours: 8.5 - 9 hour day with 1 hour for lunch

Working Hours: 08:00 to 17:30 Monday

08:30 to 17:30 Tuesday to Friday

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