Career opportunity - 2nd Line

Support Engineer (2nd Line)

We are currently seeking a 2nd line Support Engineer to join our friendly, enthusiastic, and hard-working team supporting our rapidly growing customer base. Based at our Basildon Head Office, this is a great opportunity to work in a dynamic company whose culture encourages and rewards individual talent and exceptional team spirit.

This is a very technical role, providing support to our customers and the wider technical support teams for issues escalated from 1st line. MSP experience is essential, covering a wide range of skills ranging from Office365, Exchange Server, Hyper V and VMware, server hardware, desktop support and network monitoring.

Team collaboration and the spirit of sharing and working on problems together are a core principle of this team, and although you will work independently on issues, there is a lot of support available. We have the right team to mentor, train and support you in your IT career. Everyone from apprentices to management are willing and able to help each other, we own problems together.

Get in touch, we’d love to hear from you.

The role:

  • Dealing with all allocated incidents in a timely, professional, and courteous manner
  • Multitasking complex issues
  • Highlight and escalate any incidents in line with internal escalation guidelines in a timely manner
  • Utilize allocated personal development days to maintain your technical knowledge
  • Provide support and where necessary, training to 1st Line engineers

To be successful you will:

  • Be qualified to GCSE standard in both Maths and English grade C or above
  • Have experience in Customer Service or technical (software) Service Desk role in a 2nd/3rd line environment (2 years minimum)
  • Possess clear communication, co-ordination, and time management skills
  • Have an excellent professional phone manner
  • Be fully conversant with all current Microsoft Windows platform (Cloud and on-prem)
  • Possess good written and verbal communication skills
  • Be calm under pressure
  • Have the passion to learn and undertake vendor training/exams to become certified
  • Always operate as a team player
  • Have MSP experience (essential)
  • Have experience of using an ITSM ticketing system
  • Have experience of providing remote support via screen sharing software
  • Possess in depth knowledge of Office365, Exchange Server, Hyper V and VMware, server hardware, desktop support, networking and Azure. Not just administration, but end to end troubleshooting
  • Possessing Solarwinds network monitoring experience is desirable, but not essential
  • Understand and be prepared to manage tickets classed as Major Incidents and Major Service Outages
  • Possess a full Driving Licence
  • Need to be a UK resident

The opportunity:

  • To be part of a successful business dedicated to delivering a first-class experience to our clients and employees
  • The opportunity to work in a state-of-the-art, purpose-built office, designed by ‘our people’ for ‘our people’
  • To become a valued member of a friendly supportive and dynamic team
  • Fantastic career progression and training, with opportunities to upskill on servers, cloud technologies and networking
  • Unlimited barista coffee and hot chocolate on tap
  • Multiple “team outings” per year. We work hard and play hard!
  • Dedicated 10 personal development days per annum
  • Allocated 2 Community days per annum to give back to the local community
  • Private healthcare package, from the start of your employment
  • Death in Service benefit, from the start of your employment
  • Competitive remuneration package

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To apply for this role, please complete this form and attach your CV.