2nd Line Support Engineer

2nd Line Support Engineer

2nd Line Support Engineer required for a leading MSP based close to Brighton, to join a growing Service Desk team. As 2nd Line Support Engineer you will provide predominantly 2nd line support, along with 1st line when required, demonstrating excellent customer service in the areas of; IT, including Office 365, Windows Server, Desktop Support, Networking, and Wireless Systems.

The successful 2nd Line Support Engineer would desirably have at least 2 years' experience within an IT Support role, ideally in an MSP environment.

Some of the main duties of the 2nd Line Support Engineer will include:

• Manage tickets assigned and ensure system is organised and up to date.
• Answer the phone within the agreed target time and as a minimum, to meet any agreed personal call targets.
• To diagnose, log, action and follow through to resolution all faults and requests, including escalations whilst keeping the customer informed of progress. Be able to identify when a fault cannot be fixed remotely and route straight into Field Engineering Co-ordinator for booking.
• To update your line manager on any outstanding faults or that have breached their SLT, in a timely manner.
• To adhere and contribute to the company's quality system and processes, and their maintenance.
• Actively contribute to and promote the use of best practice and continual service improvement within the team.
• Contributing to the success of the service operations department and the company.

What experience you need to be the successful 2nd Line Support Engineer:

• Strong experience with Windows Desktop (7,8,10)
• Strong experience with Windows Server including Active Directory, Group Policy, DNS, DHCP & RDS Environments.
• Experience with Office 365, InTune and Sharepoint.
• Experience supporting wireless and networking technologies, ideally including Meraki & Unifi
• Experience with troubleshooting printers & peripheral devices.
• Excellent telephone manner and ability to diagnose faults over the phone
• Strong customer service skills
• Organised and able to work autonomously or as part of a bigger team

This really is a fantastic opportunity for an experienced 2nd Line Support Engineer to progress their career with a rapidly growing local company. If you are interested please apply as soon as possible as this position will be filled quickly so don't miss out!

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.