2nd Line Engineer - Cambridgeshire

Responsible for providing technical IT support to both internal and external customers.

Experience Required
  • Experience of MSP Environments
  • Monitoring Tools (NOC)
  • Knowledge of Virtualisation Environments
  • Knowledge of Storage Platforms
  • Networking skills
  • Firewall skills
  • ITIL Experience
  • Educated to GCSE level in Math’s and English or equivalent
  • Good communication skills
  • Microsoft Server and Desktop OS
  • Installation of Windows OS
  • Microsoft Exchange & O365
  • Proven Customer service skills
Main Duties
  • To handle escalations from 1st Line Support according to the company’s escalations process
  • Handling the end-to-end process of major incidents including all communication with internal/external customers
  • To ensure SLA’s are met and maintained for all customers
  • To ensure aged tickets are adhered to company standards
  • To be a role model/mentor for all 1st Line Engineers
  • To provide essential training for new starters and 1st Line Engineers
  • To ensure all manuals and processes are relevant and up to date according to company standards
  • To actively contribute towards the creation and the maintenance of knowledge based articles
  • Continual learning and development of key skills and competencies for your position
  • To aid 1st Line Engineers with phone support to external customers in order to achieve first time fixes
  • Assist 1st Line Engineers with incoming phone calls when required by Line Manager
  • To provide internal technical support for eacs systems including server, desktop and networking infrastructure
  • To liaise with and build strong working relationships with stakeholders
  • To record all calls to ensure accurate information about the client’s systems is maintained and available to other support personnel and account managers.
  • Escalate issues in line with guidance.
  • To work with other support staff to build knowledge and skills pertinent to the sites supported.
  • To comply with all necessary working practices relating to the customer site.
  • To build strong relationships with customer account managers.
  • To take a proactive approach to customer IT systems to ensure problems are avoided and the longer-term development of the customer IT systems are considered.
  • To be able to work autonomously with minimal supervision.
  • To be able to manage demanding users on customer sites who have high expectations.
  • To be able to communicate technical issues and concepts to a non-technical audience.
  • Active involvement and governance surrounding projects to ensure that the Service Desk can adequately operate and support the service in question
  • Work together with your Line Manager to develop and enhance your knowledge and skill sets.
  • There may be a requirement to provide cover to other customer sites when absence by other engineers dictates.
  • To complete PC Builds, Installation of Operating Systems and peripherals for internal and external customers when required
  • Any other relevant tasks commensurate with your position, as directed by your Line Manager or appropriate Company Director.
Behaviours & Key Competencies
  • Proven abilities to take initiative and be innovative
  • To have a flexible approach and attitude.
  • Analytical mind with a problem-solving aptitude
  • Ability to follow processes
  • Positive, enthusiastic and supportive individual
  • Ability to take ownership of and progress issues
  • Ability to work under pressure
  • Ability to work in a team and support team members.
Critical Success Factors
  • Successful attainment of customer SLAs.
  • Achieving KPI targets
  • Reducing outstanding Service Desk calls
  • Reduce the resolution time of customers
  • Move to the Left Philosophy
  • Continuous Improvement