IT Support Analyst

2nd Line Engineer

£23,000 - £28,000

If you have experience working within a service desk, resolving escalated queries then this role could be for you. I am looking for 2nd line engineers to join a busy MSP client of mine to deal with the queries passed on via 1st line support. The type of problems will require you to communicate with customers and inform them of time scales to the solution to be made.

The role:

• Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
• Implement and support disaster recovery solutions.
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• IT support relating to technical issues involving Microsoft's core business applications including cloud applications, as well as virtual environments built on Citrix, Microsoft, and VMware.
• Identify and diagnose issues and problems
• Categorise and record reported queries and provide solutions
• Monitor issues from start to resolution
• Escalate, if needed, unresolved problems to a higher level of support
• Provide essential online security advice and support
• Identify and initiate continual service improvement
• Adhere and contribute to knowledge creation and maintenance
• Develop and implement effective processes and procedures to ensure consistent delivery of service and support

Essential Skills Required:

• Virtualisation - VMware and Hyper-v hands on experience
• VoIP
• Windows Server Configuration up to WServer 2019
• Routers and switches ideally within Cisco
• Implement and support disaster recovery solutions.
• Hands on MSP experience
• Citrix
• Ability to resolve multiple tickets efficiently

Desirable Skills

• MS-100
• AZ-900
• A+
• Network +
• CCNA
• ITiL V4

This is a great role for someone looking to move from 2nd to 3rd line engineer level as the technology exposure you will gain will give you the chance to be proactive.

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