2nd Line Support Engineer (Onsite)

I'm on the lookout for a dynamic individual to join an established onsite team as a 2nd Line Service Desk Engineer to provide technical software, hardware, and network problem resolution onsite to a prestigious list of clients.

You will be tasked with performing problem diagnosis and guiding users through step-by-step solutions in a desktop support-based environment. You'll also provide technical solutions in a user-friendly, professional manner, facilitating one-to-one end user training as required and ensure site technical documentation is maintained.

Main Responsibilities:

You will enable the smooth running of client's systems and network infrastructure.

Activities may include:

• Log, and Investigate customer tickets, where possible applying a permanent fix or an agreed workaround to restore service.
• Provide Level 2 Server, Network, and Desktop Technical Support, diagnosing customer issues, and providing a high level of first-time fix.
• End to end ownership of a customer ticket, identifying the underlying cause and managing the implementation of a permanent solution or escalating to a Senior Engineer as necessary.
• Managing and working to internal and customer SLA's, escalating any concerns.
• Action Hardware and software installations.
• Create and maintain customer specific infrastructure documentation within the IT Glue Knowledge System.
• Work closely with the Senior Engineer, sharing information to enable the resolution of issues confidently and effectively.
• Take responsibility for own continual professional development, ensuring up to date industry and technical knowledge in line with business needs.
• Ensure all time is captured within accurate time entries within the Connectwise Manage PSA tool

Ability to configure, troubleshoot issues using:

• Windows Server Platforms.
• Microsoft Exchange Online + Server experience.
• Office 365 experience (SharePoint, Teams, Onedrive etc).
• PC/Server Hardware experience - ability to diagnose and upgrade, both hardware and firmware on PC's - understanding of Raid configurations, iLO, on servers.
• AD + AAD - configure new users, new OU's, configure sites and services, resolve.
• DNS - running through the Active Directory based DNS structure to ensure domain entries exist for Domain Controllers, Services and devices. Troubleshooting name resolution issues on endpoints using standard tools.
• VMWare - ESXi and Vcenter, Site Recovery Manager, NSX

£38,000 - £42,000 + Paid certifications + Excellent Benefits package!