Support Engineer / 2nd - 3rd Line Support
Leading IT services provider offering computer services to a wide range of SME clients across the county. A new opportunity has arisen within our technical team for a Support Engineer providing remote and telephone support to our varied customer base.
This role is based in our central Birmingham headquarters within a team of engineers and offers a chance to develop your technical skills and grow within a dynamic and successful IT company. We are the IT department for many customers or provide a point of escalation for other IT Support departments so you will ideally have experience in a similar role and be familiar with many of the technologies listed below.
Providing technical support to customers
Ensuring that the Service Level Agreements (SLA) are adhered to at all times
Taking ownership of an issue up to the point of resolution or escalation
Responsible for continually updating job notes and customer documentation
Following helpdesk procedures and policies
Remaining up to date with the latest technologies and platforms
Microsoft Windows, 7-10 - Installation & Troubleshooting skills
Microsoft Office all recent versions including 365
Microsoft Windows Server 2008, 2012, 2016
Microsoft Exchange Server 2007, 2010,2013 and 2016 - Familiar with message flow and troubleshooting mail server problems
Networking (TCP/IP) - Troubleshooting network & Internet issues
Knowledge of ADSL / Routers / Switches /VLANs from installation to troubleshooting
Firewall knowledge - Ideally SonicWALL however product training will be provided -
Basic Knowledge of Desktop and Server hardware troubleshooting
Knowledge of Antivirus Software, AVG, SOPHOS & Kaspersky
Knowledge of Backup Software - Backup Exec
Any Kaseya, VMware, Hyper V experience a bonus
Ability to work independently and take initiative
Willing to go the 'extra mile' in helping solve client issues
Strong communication skills both written and verbally
Ability to work under pressure and manage different call priorities
Keenness to expand knowledge both in and out or work
Escalate calls to the Senior Engineers when appropriate
Must be able to communicate clearly at a technical and end-user level
Must have excellent documentation skills
The ideal 2nd Line Support Engineer will ideally have experience of working within a similar role. Possession of an IT qualification including MCP/CompTIA A+ would be desirable but not required.
Training is given on many technical area's and exposure to technologies is mass.