2nd Line Support Engineer

King's Hill, Kent
11 Apr 2018
09 May 2018
Contract Type
Full Time

2nd Line Support Engineer

Kings Hill


Salary: £23k - £26k DOE

Responsibilities of the role:

  • IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments and SAN support
  • Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Support of Backup Exec, Veeam, Antivirus products, Exchange Server and SQL
  • Project lead on occasional projects where experience and skills are best suited
  • Support and mentoring of more junior members of the team
  • On-boarding and off-boarding clients when required.
  • Installation work including PC, routers, printers and AV deployments
  • Responsible for ensuring escalations are dealt with efficiently
  • System and client documentation
  • Improve customer service, perception and satisfaction
  • Assist the Projects team where required with the conceptual design of new solutions
  • Consulting services to include system reviews and recommendations
  • Ability to work in a team and communicate effectively
  • Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
  • Develop in-depth knowledge of the service catalogue and how it relates to customer’s needs
  • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry



Main accountabilities:

  • Shared ownership of the Helpdesk Service Board and ensure the service KPIs are within acceptable tolerances
  • Work in order of SLA and priority of tickets
  • Shared responsibility for dealing with NOC
  • Understand and adhere to Services processes
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • System documentation
  • Enter all work as activities, service tickets, or project tickets into ConnectWise
  • Document internal processes and procedures related to duties and responsibilities



Key competencies:

  • Training in IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP
  • ITIL Foundation Qualifications
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Diagnosis skills of technical issues
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all organisation’s key IT services for which support is being provided
  • Understanding of support tools, techniques and how technology is used to provide IT services
  • Self-motivated with the ability to work in a fast-moving environment
  • Positive and passionate about technology

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