2nd line engineer

Job details
  • Job Ref: 2nd Line Engineer
  • Job Type: Permanent
  • Location: Liverpool
  • Salary: £20,000 - £27,000 pa

Duties & Responsibilities:

  • Providing 1st/2nd Line technical support, answering support queries, via ticketing system, email and telephone.
  • Resolve cases remotely (ServiceNow/email/phone) where possible, or directly on customer sites (as and when needed) in line with target resolve times.
  • Ensure that 1st/2nd Line cases are managed through to resolution, ensuring customer communication, case updates, Knowledge Base articles and activities are all performed to a high standard.
  • Be part of 24/7 rota
  • Manage own time effectively and efficiently, ensuring expectations are managed and communicated.

Required Competencies:

Experience of working in a busy and dynamic Managed Services Environment with the following technologies:

  • Windows Server (2012 - 2019)
  • Active directory
  • Virtualisation (HyperV and VMWare)
  • Office 365 Administration
  • Exchange Server
  • MS Remote Desktop Services and Thin Client Devices
  • Good level of TCP/IP networking and wireless networking knowledge
  • Antivirus (Sophos or similar)
  • Windows 7-10 client support
  • Experience dealing with external customers delivering to SLAs.
  • Must be flexible, and able to work outside of business hours as needed.

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