About the role
2nd Line Technical Support
About the role
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.