2nd Line Support

Brighton, Sussex
Context Recruitment Limited

2nd Line Engineer (Brighton)

Reports to: Service Delivery Manager

Overview: The postholder will be responsible for providing 2nd line IT support to our customer base.

Job Description:

• Provide tier 2 helpdesk support to customers via email, phone and in person.
• Answer the phone within 3 rings and perform outbound calling over emailing as much as possible.
• Troubleshoot and diagnose issues across software, hardware, telecommunications systems.
• Follow up with customers to ensure full resolution of issues.
• Make sure that customers confirm issues are resolved before closing tickets
• Install and configure software and hardware systems for new customers.
• Record troubleshooting events and problems and their resolutions in the CRM system.
• Record accurate time usage during working hours via the time management system in the CRM.
• Document and publish documents for customers and colleagues to troubleshoot issues independently.
• Identify and suggest possible improvements to existing procedures.
• Troubleshoot issues provided to the ticketing system within the CRM
• Work to your daily scheduled calendar set out by the service desk co-ordinator
• An escalation point to Tier 1 engineer
• Escalate unresolved issues after a set period of time to tier 3
• Manage customers’ expectations using the ticketing system and telephone with clear communication
• Work closely with the service desk co-ordinator to ensure tickets are kept within SLA
• Follow clearly defined policies and procedures set out by the service management team
• Maintain procedures and policies to achieve and maintain Cyber Essentials accreditation internally and for external clients
• Field support / smaller project to clients in Sussex. Company pool vehicle available

As this is a small business, the post-holder will be expected to demonstrate a high level of flexibility and be prepared to ‘roll sleeves up’ and contribute outside of their job remit from time to time.

Candidate Specification:

Essential academic, professional qualifications and experience:

• Full UK driving license

Desired academic, professional qualifications and experience:

• MTA: Windows Operating System Fundamentals
• MTA: Windows Server Administration Fundamentals
• MTA: Networking Fundamentals
• MTA: Security Fundamentals
• MTA: Mobility and Devices Fundamentals
• MTA: Cloud Fundamentals
• MOS: Associate (Office 365 and Office 2019)
• MCSE: Productivity
• Gamma Academy Training

Essential competencies:

• Proven experience within a MSP IT support-based role.
• Working knowledge of antivirus software and spam filtering systems
• Excellent troubleshooting skills
• A good understanding of administration of Microsoft Windows platforms (8/8.1/10)
• Technical understanding of networks: WAN and LAN Connectivity, including routers, firewalls and security
• Knowledge of Microsoft Office Suites and Microsoft Office 365
• Knowledge of Windows server administration: Active directory
• Drive to achieve goals
• Keeps up to date with IT knowledge
• Confident and well presented
• Develop and maintain superb working relationships with clients
• Excellent communication and presentation skills
• Goes the extra mile
• Self-management skills (this role requires autonomy, accountability and responsibility)
• A track record of exceeding your personal targets and quotas
• Honest and ethical approach with a focus on customer service and satisfaction
• Ability to see solutions through to completion.

Desired competencies:

• Gamma VoIP platform or equivalent
• ConnectWise Manage
• ConnectWise Automate
• Cisco SMB switching or equivalent
• Knowledge of Webroot AV or equivalent
• Knowledge of Shadow Protect backup
• Knowledge of Cisco Open DNS (Umbrella)
• Sonicwall Firewalls
• Azure AD

Paying up to £32k – Excellent training and progression opportunities