2nd Line Support Engineer
SKILLS
FULL DESCRIPTION
Summary
[Employer hidden — view at passion-project.co.uk] IT is seeking a 2nd Line Support Engineer in Sale, Manchester. The role involves providing technical support to customers via phone, email, and face-to-face, escalating issues, and managing the work queue. Candidates should possess strong customer service skills, a good understanding of Windows operating systems, and experience in a 2nd line IT support role.
Key Responsibilities/Duties:
- Provide 2nd line support for all customers via phone, email or face-to-face, and remotely.
- Provide an escalation point for 1st line colleagues.
- Following in-depth diagnosis, escalate to 3rd line where applicable.
- Log all incidents and requests within the agreed service desk work management system.
- Keep customers informed at all times.
- Manage, prioritise and plan own work queue and deal with calls within the set SLAs.
- Provide support and training to 1st line colleagues.
- Proactively drive your own training from senior members of staff to bridge the knowledge gap.
- Identify and drive through opportunities for improvement/change via Service Improvement.
- Create and maintain knowledgebase articles to enable consistency and learning within the team.
Core Requirements/Qualifications/Skills:
- Communicate effectively face to face or via email as appropriate with staff at all levels, including Directors and Senior Management.
- At least 12 months experience in a 2nd line IT Service Desk role or looking to make the move from being an established 1st line Engineer and now looking for progression.
- Excellent communication and customer service skills.
- Track record of a positive approach to learning.
- Must have a strong working knowledge of Windows operating systems incl. 7, 8 and 10. Server OS 2003, 2008, 2012, AD, MS Exchange, Group Policy. Knowledge of terminal services, Citrix and VM Ware are highly desirable.
- Good problem-solving skills, and ability to work well as an individual and as part of a close team.
- Ability to deliver to tight timescales and changing priorities.
- Any qualification in the Microsoft suite of products / ITIL / CISCO would be preferable although not essential
Job Description
Based and working within a busy IT Support office in a very well-established, fast-growing cloud services provider. [Employer hidden] IT is looking for someone who can demonstrate strong customer service skills and wants to break into the IT industry with a fast-moving, growing IT MSP company.
This role would suit someone who is enthusiastic, motivated, has exceptional attention to detail, are flexible and proactive, can work as part of a team as well as using their own initiative, be able to troubleshoot complex issues and take a positive approach to problem-solving and be able a good communicator both written and verbal.
Based from [Employer hidden] IT office.
Job Summary
Location: Sale, Manchester
Work style: Full-time, Office Based
Salary: Competitive, salary negotiable dependant on experience
Closing date: N/A Always on the lookout for support talent.
Job Role
Duties:
- Provide 2nd line support for all customers via phone, email or face-to-face, and remotely.
- Provide an escalation point for 1st line colleagues.
- Following in-depth diagnosis, escalate to 3rd line where applicable.
- Log all incidents and requests within the agreed service desk work management system.
- Keep customers informed at all times.
- Manage, prioritise and plan own work queue and deal with calls within the set SLAs.
- Provide support and training to 1st line colleagues.
- Proactively drive your own training from senior members of staff to bridge the knowledge gap.
- Identify and drive through opportunities for improvement/change via Service Improvement.
- Create and maintain knowledgebase articles to enable consistency and learning within the team.
Technologies Used
- Hardware Virtualisation – Citrix / VMWare virtualisation software.
- Client Operating Systems – Microsoft Windows OS (Windows 7 to Windows 10), Apple OS X.
- Server Operating Systems – Microsoft Server 2003 to Server 2019 including Small business variants (2003, 2008, 2011).
- Applications – MS office suites, Citrix XenApp, Sage, SQL, Backup software, Hardware firewalls.
Requirements:
- Communicate effectively face to face or via email as appropriate with staff at all levels, including Directors and Senior Management.
- At least 12 months experience in a 2nd line IT Service Desk role or looking to make the move from being an established 1st line Engineer and now looking for progression.
- Excellent communication and customer service skills.
- Track record of a positive approach to learning.
- Must have a strong working knowledge of Windows operating systems incl. 7, 8 and 10. Server OS 2003, 2008, 2012, AD, MS Exchange, Group Policy. Knowledge of terminal services, Citrix and VM Ware are highly desirable.
- Good problem-solving skills, and ability to work well as an individual and as part of a close team.
- Ability to deliver to tight timescales and changing priorities.
- Any qualification in the Microsoft suite of products / ITIL / CISCO would be preferable although not essential
What we can do for you
Private Mental Health Insurance
Optical Cash Back
Dental Cash Back
Gym Membership
What else?
- Birthday day off
- Reward gateway retail discount scheme
- Length of service bonus reward
- Personal Development Opportunities
- 23 days holiday + Bank holidays
- Auto Enrolment Pension Scheme
- On-site Parking
- Parties and Socials