2nd Line Support Engineer

My Client is a leading IT solutions provider based in South Tyneside. They pride themselves in being the friendly face of IT, building long term relationships with clients built on trust, mutual respect, and integrity. The office is a fun, friendly place to be where you will work with colleagues who will go the extra mile to support and help you. They have regular team activities and social events throughout the year to show their appreciation to the employees.

Position: 2nd Line Support Engineer
Location: Hebburn, South Tyneside
Job Type: Full Time, Permanent
Salary: £22,000 to £30,000 dependent on skills & experience
Benefits: 29 days including bank holidays, company pension scheme, personal development plan with professional certification costs covered. 24-hour employee assistance program.

About the role:

Working from our HQ in South Tyneside, this role is to provide technical support to our client base, ensuring their incidents are resolved in an efficient and professional manner. The successful candidate is responsible for providing technical support and maintenance to all supported IT business systems, hardware, and applications and ensuring efficient resolution in line with SLA commitments. A vital part of the role is to have the ability to offer exceptional customer service, through excellent written, oral and organisational skills, whilst delivering technical resolutions to all issues. It is critical that you manage your own time and workload to process multiple incidents at the same time and ensure effective resolution.

Key Responsibilities:

– Provide professional IT support and troubleshooting to clients via telephone, remote support and onsite visits
– Accurate recording of time in our Service Management software
– Managing own workload and time occasional field work
– To provide expert technical support for mission critical services, covering both application and infrastructure domains
– Executing live changes to data and software in a controlled and authorised manner via approved change management procedures
– Suggesting technical and process improvements to colleagues and Managers and implementing them as directed
– Mentoring and guidance to less experienced staff on technical and / or business knowledge
– Owning complex incidents that cannot be resolved at 1st line
– Working with and establishing relationships with third party service providers to ensure full end-to-end service provision
– Take responsibility and ownership of incidents and requests and escalating where required to 3rd line
– Demonstrate documentation skills (reports, policies, procedures, workflows) as required
– Ad-hoc responsibility to cover RMM Alerts as and when required
– Identify reoccurring technical faults and recommendations to escalations manager
– Assist with in hours aswell as out of hours project work where required.
– Continue learning and developing skills through training opportunities provided.

About you:

– At least 3 years of experience working in similar role
– You must possess a full UK driving license and have suitable transport (we do have pool vans to use, so use of own vehicle is rare)
– Fault finding and troubleshooting skills essential
– Extensive PC hardware & printer support experience
– Microsoft Windows 7/8/10 Desktop skills and experience
– Microsoft Office Applications 2010/2013/2016/365 experience
– Windows 2012/2016/2019 server administration
– Virtualization technologies (Hyper-V or VMWare)
– MS Active Directory and Group Policy Administration Experience
– MS Exchange (2013/2016/2019) and Microsoft 365 administration experience.
– AD, DNS and DHCP administration
– Knowledge of local and cloud-based backup technologies
– Networking experience e.g. VLANS, Routing protocols, Switch administration

Desirable skills / experience:
– Current up to date industry certifications (example being Microsoft or CompTIA)
– Azure experience is very desirable