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2nd Line Support Engineer

£28000.00 - £32000.00 per annum + optional weekends (£150 p/d)
Context Recruitment Ltd

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Opportunity for a 2nd Line Support Engineer to join a rapidly expanding (400 staff, headcount grown by ¼ in the past 6 months), multi-site technology services organisation. This is a newly created position and presents the opportunity to join a close-knit, collaborative technical support team providing technical services to some of the most well-renowned hospitality brands in the UK.

Given the nature of the business you'll be working with absolutely cutting-edge technology and entrusted to analyse, diagnose and resolve urgent end-user issues, in conjunction with keeping to the highest standard of customer service.

Your key objectives:

  • Serve as a technical escalation point for all 1st Line Engineers, supporting some of the most well-known hospitality brands in the UK.
  • Respond to escalations promptly; with an accurate incident resolution within agreed service levels.
  • Update all assigned incidents within the ticketing system and keep customers updated with progress through to completion.
  • Serve as a mentor to lower level technicians providing guidance during the troubleshooting process, training on new products and assistance in the development of their skills.

Core Technical Requirements:

  • ITIL- must understand principles
  • Microsoft Windows troubleshooting (7 and above)
  • Microsoft Active Directory user management
  • Microsoft Exchange administration
  • Networking - Basic knowledge LAN, WAN, VLAN
  • Knowledge of Virtualisation (VMWare, Hyper-V)

It would also be advantageous to demonstrate knowledge/ understanding of:

  • Microsoft Office 365
  • Backup administration and troubleshooting
  • Microsoft MCSA 2012
  • Microsoft Exchange
  • VCP 5+
  • Microsoft Lync/Skype administration
  • Microsoft Azure knowledge
  • Wireless troubleshooting
  • Security administration (VPN, remote access)
  • Cisco CCNA

In return for your efforts you can expect first-class training and development and obtain industry recognised certifications.

The role is paying up to £32,000 p/a + optional Weekend cover (£150 p/d)

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