2nd Line Support Engineer - Service Desk

An opportunity has arisen for a Technical Support engineer to join an expanding team, and develop their career in a forward thinking, growing and progressive Managed Service Provider (MSP), who are providing Cloud technology, Hosted services, on site and Remote support provision, consultancy, and support services to their customers

The ideal candidate will have worked in a fast paced, busy customer facing IT support environment, and will have good experience in Cloud based systems such as Azure, and o365 and Windows Active Directory, as well as having basic on-premise networking and server administration skills, who wants to help people, with great customer service.

You will gain extensive experience over the various supported IT systems, on a customer base stretching a wide spectrum, and the opportunity to use this exposure, and the diversity it brings to develop a career in IT, and to take every opportunity to constantly improve your skills in areas you are interested in, through informal and formal training and on the job learning.

Skills, Knowledge, and Experience:

Essential: ·2-3 years hands-on experience troubleshooting user and customer issues in Cloud based and Windows Desktop and Server environments ·Completing daily tasks such as setting up user accounts, MFA, email accounts, security groups, and helping users gain access to their systems and data remotely. ·Ability to build laptops, desktops from scratch and to rebuild, transferring data securely between devices where required ·You must have extensive experience of supporting, administering, and troubleshooting all Office packages such as Teams, OneDrive, SharePoint, and Outlook on Mobile phones, tablets desktops and laptops. ·You should have a good but basic understanding of networking, WIFI, and firewalls, and can triage and troubleshoot network related issues with switches, Firewalls, and Internet Lines ·Should have good experience of on-premise and Cloud based IT systems, especially with Active Directory, Azure products, Office365, and Intune ·Must have working knowledge of supporting regular Backups, and be involved with tape rotation, and restore procedures with Veeam, Symantec and other Cloud based backup vendors ·Must be able to show experience in and can support centrally controlled and standalone Anti-Virus software and should know what and how clients should be proactively managed ·Excellent knowledge of daily security activities such as security updates, password management, MFA and how to react and be proactive to general security related issues

·Experience of providing remote support for users and systems, including resolution of technical issues on the phone, always with proactive thinking and security and Service key to the values. ·Must have excellent communication, patience and customer service skills, as well as the ability to communicate complex technical concepts to non-technical audiences. ·Must be able to communicate with Executive level board members, as well as end-users, and internal teams, in an ultimately professional way at all times ·Superb customer service and communication skills, both written and verbal ·Show commitment to resolving problems as quickly as possible, showing empathy to customers at all times with a can-do positive attitude at all times ·Excellent team player able to contribute ideas, be engaged with the organisation, and to support fellow team members at all times in ensuring a successful team within and across departments