Job Title: 2nd Line Support Engineer
Location: Herts (Near M25)
Salary Range: £38,000-£42,000 + Benefits
NOTE: PLEASE DO NOT APPLY FOR THIS ROLE UNLESS YOU HAVE THE FOLLOWING SKILLS AND EXPERIENCE, AS OUR CLIENT WILL NOT CONSIDER YOU:
3 years' experience in IT Services, ideally in an IT helpdesk environment, or similar
Current experience of Level 2 support and taking ownership of technical IT issues
Experience of solving customers' IT issues end-to-end including escalation, where necessary
Some supervisory / team lead experience
Great customer skills over the telephone
(Please also see essential skills below)
About our Client
Our client is a fast-growing, dynamic organisation which, year-on-year, has experienced superb growth - currently their turnover is in the millions £'s.
They are progressive, vibrant and have a very positive and close-knit staff culture, which rewards high quality work and team member loyalty. The client offers very exciting solutions in a managed services capacity, including Data Protection and Data Securitisation, and some public cloud services. The main services that they provide include: DR as a service (DraaS); Infrastructure as a Service (IaaS); Back-up as a Service (BaaS) Software Services.
They offer great staff training and ongoing support - comprehensive training in relevant technical areas, such as: Disaster Recovery, Networking and Software Solutions will be provided for the right candidate. In addition, career progression is something they invest heavily within this fast-paced environment.
As a result of sustained business growth, our client seeks 3 additional team members in their UK office to provide 1st line support to their clients and partners - who hold them in very high esteem.
About the Role
You will join a vibrant and progressive team and your main (office-based) duties will include:
Tech Lead in troubleshooting
Supporting escalations for 3-4 Level One Support Engineers - this team could grow
Interaction with Customers via email and phone
Interaction with Vendors and Partner Support Teams
Second line escalation and fix
Implementing changes to existing solutions
Technical change approvals
Updating Partners and Customers
Configuration and management service application
Responding to "High Priority Alerts" from various sources
You must be passionate about IT and have a deep understanding of your technical subject matter, as well as being adept at liaising direct with customers, team members and management. As a result, you must be very comfortable in this role and a real team player. The current teams are sociable and regularly enjoy X-box breaks and team outings (C-19 lockdowns permitting!)
Essential Experience / Skills
Ability to interpret monitoring tools and troubleshoot in a methodical way
Experience in "deep-dive" troubleshooting of applications