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2nd Line Support

About the role

2nd Line Technical Support

Do you want to work for a company whose main focus is to help their customers build a better business by blending technology and strategy?

The Client is looking for a Service Desk Engineer - 2nd Line to join our Managed Services department, you will be assisting both clients and colleagues with complex technical issues. This role consists of shift work: Mon-Fri 8 hour shifts between 7am – 11pm on rotation with 1 weekend in 6 covered.

Main Duties and Responsibilities:

  • Be technical escalation for 1st line support

  • Adhere to ITIL service management principles

  • Provide 2nd line technical support to colleagues and customers

  • Escalate to 3rd line support where required

  • Ensure timely resolution and regular communication to customers throughout ownership

  • Help design, implement, test and document new processes

  • Support colleagues by way of coaching and knowledge transfer

Knowledge, Skills and Experience Required:

  • ​Windows 10 & 11

  • macOS

  • Windows Server (incl. Server Core)

  • OpenSUSE / RHE Linux

  • Microsoft SQL Server

  • Active Directory (Group Policy/Login Scripts/FSMO) / LDAP / Kerberos

  • Exchange 2013+

  • TCP/IP Stack / DHCP / DNS / WLAN / SD-WAN / VLANs / Cisco IOS

  • NAS / SAN Storage Infrastructure such as DataCore

  • Remote Desktop Services/Citrix

  • Endpoint Management/MDM such as SCCM/Intune

  • SharePoint

  • Microsoft 365 Administration

  • Skype for Business/Microsoft Teams/Mitel

  • Veeam/Backup Exec

  • MDM Solutions such as AirWatch/Intune

  • VI Solutions such as VMware / Nutanix / Hyper-V

  • Microsoft Azure / AWS

  • PowerShell

If this sounds like a role for you, then send across your application and a member of our team will be in touch.

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