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2nd Line IT Support Engineer

Posted 3 months ago by Proftech Talent
Location Telford, Shropshire Job Type Full Time - Permanent
Salary £24000 - £26000 per annum Sector IT

2nd Line IT Support Engineer

Reports To - IT Manager

Job Purpose

Provide Support to Users for any tickets escalated from 1st line. The 2nd Line Engineer will also implement infrastructure and support to projects when needed.

Key Responsibilities:

  • As well as being capable of all 1st line tasks a 2nd Line Engineer is expected to do the following;
  • Provide 1st line Engineers with support and escalation routes
  • Help retain ISO9001 by bringing reported changes to Support processes to the IT Manager
  • Be listed in the 24/7 on call rota to cover Incidents in 1st/2nd Line Role
  • Taking ownership of escalated 1st Line customer support tickets.
  • Undertake diagnosis of tickets obtaining all necessary information
  • Resolve customer issues within service level guidelines, escalating issues when appropriate to Senior 2nd Line Engineer or IT Manager
  • Creation of knowledge base items.
  • Ensure clear, timely and professional communication, with end Users
  • Logging and managing incidents and service requests
  • Windows Server Operating System Administration
  • Ensuring incidents and service requests are resolved or updated within the SLA's
  • Deploy Microsoft, Anti-Virus Updates and Patches
  • Ensuring the IT Manager is aware of any issues that need to be raised and escalated.
  • Administration of Windows Active Directory users, Group Policy, Monitoring of Domain health and maintenance of DNS records.
  • G Suite domain administration, organisation, license management
  • New starter deployment from request to induction of user
  • Asset Management - Monitor and keep records of our IT estate including licensing ready for IT Manager when needed.
  • Deal with users who may be frustrated by the support process, especially if they have come from an escalation
  • High Level of Active Directory administration experience
  • Group Policy administration
  • Fault resolution within SLA via Ticket 1st Response and closure.

Person Specification

  • Windows environment Administration (Server 2012/2016, Active Directory, Hyper-V).
  • Windows Desktop support (ideally Windows 7, 8 and 10), including upgrades and deployments.
  • Office 2013 and Google Docs, Sheets and gmail etc User support
  • Firewalls - administration & maintenance
  • Windows-based networking and troubleshooting, including an understanding of IP Communications, DHCP and DNS.
  • Antivirus Software such as Sophos, Avast etc
  • Administrator Qualification) would be an advantage.

Experience

  • 2 Years' Experience working in a team-oriented environment dealing with Network or desktop support
  • Email administration
  • Antivirus administration
  • Administration of Cloud based software systems
  • Google Apps Support

Skills

  • PC and Laptop hardware repairs
  • PC and Laptop Installation
  • PC and Laptop Configuration
  • Project Management exposure

Personal Qualities

  • Clear and concise communication both written and verbally
  • Flexibility to react quickly, reschedule and prioritise workload
  • Confident in assessing situations and taking decisions solely when unsupervised
  • Ability to present ideas clearly and concisely
  • Ability to effectively prioritize and execute tasks in a high-pressure environment

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Proftech Talent

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http://www.proftechtalent.co.uk

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