2nd Line Support Engineer

Newcastle Upon Tyne, Tyne And Wear
Reed Technology

The company:

This business creates solutions for international businesses across the UK. They provide Cloud, M365 and Cyber Solutions, and have huge growth plans for FY 24/25. You will have the opportunity to progress through routes like 3rd line support, cloud architecture and cyber security.

The role:

This is a high-level 2nd line position with an aim to provide award winning technical support to clients using high quality technical and customer service. Day to day, you will handle complex incident and service requests using skills in Office 365, Citrix, Windows Server and Active Directory and Azure. You must have a keen desire to progress throughout the company through consistent training and aiming towards accreditations and certifications.

You must be an excellent communicator, putting the customer first and working with your teammates to collaborate on issues. You must have a keen desire to complete assigned work and objectives alongside a willingness to renew vendor partner qualifications.

Duties & Responsibilities:

• Escalation point for the 1st line and 1.5 support team providing fast timely response.
• Monitoring of hardware remotely, and technical troubleshooting
• Active Directory & Office365 user management.
• Remote Desktop & Citrix session management.
• Ticket queue management & driving ticket closure within SLA.
• Customer focussed approach to troubleshooting
• Daily backup checks, seeking guidance from senior technical staff where required.
• Ownership of escalated issues from our proactive alerting systems.

Required skills:

• Commercial experience in a 2nd line capacity – ideally within an MSP
• Resolving complex tickets in a timely manner
• Microsoft Office 365 skills
• Citrix/RDS environments
• Active Directory administration
• Experience working with Windows Server 2016+
• Desktop troubleshooting and support
• Experience working with cloud technologies (Azure)
• Knowledge of virtualisation – VMWare, Hyper V, Vsphere

Desired skills include:

• Remote monitoring tools
• Mimecast
• SQL
• SharePoint
• ITIL certification

Benefits include:

• Enhanced annual leave policy
• Flexible working options
• Social events
• Accreditations and Training
• Career progression plan
• Healthcare benefits
• Wellbeing benefits
• Great pension scheme
• Employee discount and freebies
• Quarterly Staff awards
• Hiking trips

And more

Onsite – Newcastle City Centre – Permanent – No remote working – No sponsorship provided – Monday – Friday

Next Steps? If you would like to know anything more about this role please apply to this advert

You must be fully eligible to work in the UK to apply to this position