2nd L:ine Support Engineer

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Ad nr: 44683
Published: 5 February 2024, views: 2

 

 

Main characteristics

Location
Southampton, Hampshire
Company
Pardoe Wray
Salary
£30000/annum + car
Employment type
Permanent
Category
IT

Job summary

2nd Line Support

Location: Southampton
Salary: up to £30,000 + car

My client is a fast-growing technology company providing high-quality business solutions tailored to individual customer requirements.

As the second line support, you will work with our team of 1st and 2nd line engineers and the associated tickets and SLAs. You will be a dedicated individual with a desire to deliver high-quality service to our customers. You must have previous Team Leader / Management experience and a strong technical background so that you can motivate and coach a team.

Your responsibilities as a 2nd Line support will be:

* Monitor and manage support tickets ensuring that high standards are being upheld and responded to in a timely manner.

* Properly escalate incidents in a timely manner adhering to OLAs.

* Be part of the Field Engineering teams, and ensure service SLAs are met for our customers.

* Create and maintain a high standard of technical documentation.

* Mentor and develop your teams to ensure that you have the necessary skills to supply the highest standards of technical support and customer service.

* Provide line management responsibilities including conducting one to ones, setting KPIs and Objectives, Personal Development planning, approving holiday requests, disseminating management information etc.

* Function as a technical point of escalation for the 1st Line teams.

* Ensure support services are delivered within an ITIL framework and aligned to industry best practice.

* Schedule 2nd Line site visits as required for technical troubleshooting, installations, or contractual obligations.

* Improve process and procedures to introduce efficiencies.

* Develop and promote a proactive culture of continuous service improvement within the department.

You will have experience of the following:

* Windows Server 2016

* Active Directory, DHCP, DNS, Group Policy, WDS and WSUS

* Hyper-V

* Microsoft Exchange and Office 365 (SharePoint, OneDrive etc)

* Acronis

* Sophos Anti-Virus

* Mimecast

* Exclaimer

* Advanced TCP/IP, switching and routing.

* Ubiquiti experience advantageous

* Microsoft product suit

* Apple OS

Whats in it for you:

In return for your hard work, we offer a competitive salary depending on experience and a benefits package, to include:

* 23 days holiday rising to 28, plus bank holidays

* Stakeholder Pension Scheme

* Healthcare Cashplan

* Voucher and discount hub

* Cycle to work scheme

Benefits: car


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Published: 5 February 2024, views: 2


Company: Pardoe Wray

Location: Southampton, Hampshire

Salary: £30000/annum + car


Category: IT
Employment type: Permanent


Additional information:

Pardoe Wray

Application for the position: 2nd L:ine Support Engineer

Full name:• required field •

Your e-mail:• required field •

Message content:• required field •

Attachments: • Curriculum Vitae, cover letter, other •


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