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2nd Line Support Engineer

If you want to be an integral part of a growing, profitable company, with great prospects for career progression, then you have found it.

As a 2nd Line Support Engineer, you will play a crucial role in providing escalated technical support and ensuring the seamless functioning of our clients IT service. Your responsibilities will encompass resolving complex technical issues, providing hands-on assistance to end-users, and actively contributing to the overall efficiency of their IT systems.

This role is a permanent position, predominately office based, in the Cheltenham area. However, you might be expected to go to other sites occasionally, so your own transport and a drivers licence is required. Travel expenses would be reimbursed.

Required Skills:

* Proven experience in a 2nd Line Support role or similar.

* Proficient in Windows operating systems, Microsoft Office Suite, and general desktop support.

* Strong problem-solving skills, technical acumen, and excellent communication abilities.

* Familiarity with ITIL framework.

* Knowledge of cybersecurity best practices.

Technologies:

* Microsoft Windows 10/11 and MacOS clients

* Microsoft Server 2019/2022 on VMWare ESX

* HPE networking and storage arrays

* Microsoft 365 services

Main Duties/Responsibilities/Accountabilities:

End-User Support:

* Provide responsive and hands-on support to end-users, addressing escalated technical issues promptly.

* Troubleshoot and resolve hardware, software, and network challenges to ensure operational efficiency.

* Conduct in-depth technical analysis and troubleshooting to resolve complex issues efficiently.

* Collaborate with 1st Line Support to provide effective solutions and share knowledge for continuous improvement.

* Take ownership of escalated incidents, ensuring timely resolution and keeping stakeholders informed.

* Implement preventive measures to minimize recurring issues and improve overall system reliability.

Collaboration & Training:

* Provide training and guidance to 1st Line Support to enhance their technical skills and issue resolution capabilities.

* Collaborate with cross-functional teams to share insights and contribute to the development of IT support strategies.

* Create and maintain comprehensive documentation for issue resolutions, troubleshooting steps, and best practices.

* Contribute to the knowledge base to empower the support team and streamline future incident resolutions.

Security & Compliance:

* Adhere to security measures and assist in the enforcement of policies to safeguard IT infrastructure.

* Collaborate with the cybersecurity team to ensure compliance with industry standards.

Additional Capabilities:

* Hardware and Software Management: Manage the procurement, installation, and maintenance of hardware and software for end-users.

* User Training: Develop and deliver user training programs to enhance end-user knowledge and promote efficient system usage.

* Communication: Communicate technical information effectively to both technical and non-technical stakeholders.

* Provide regular updates and reports on the status of escalated incidents and overall support performance.

Renumeration

Excellent Salary package + Benefits - Please feel free to talk to jan@thinkstaffing about the role and your salary expectations in complete confidence, (phone number removed), following the submission of your CV.

Recruitment Consultancy Think Staffing