2nd Line Support Engineer

We are recruiting a 1st/2nd Line Support role to join the dedicated technical team with an established and leading Technology Managed Services Provider.

This is a full time, permanent role, offering an immediate start for a Microsoft Solution Engineer who enjoys working within a busy and fast paced technical environment. This role has been created to support the rapid expansion of the company and would suit a highly competent individual with strong and effective communication skills

The successful candidate will be required to complete a satisfactory DBS check.

Role Responsibilities:

• Responding to and resolving technical queries from end users and VIPs via ITSM tool
• MDM Administration
• Desktop troubleshooting
• Ensuring Customer Documentation is kept up to date
• Working with the team to identify and implement changes to Customer Environments to address common issues
• Providing the highest level of Customer Service
• Equipment request handling
• Device management and stock control
• Updating assets on our Asset Management system
• Incoming call handling
• Management of Customer Endpoint protection
• Assist Senior Engineers in implementing best practices across systems
• Dealing with escalations and BAU. Reporting to Line Manager
• Customer site visits where required

Key Skills & Experience

• Experience in supporting Windows Desktop
• Strong people skills
• Understanding of networking fundamentals TCP/IP DNS DHCP
• Able to be self sufficient and driven
• Willing to learn new skills
• Extensive experience of troubleshooting a range of devices
• Ability to provide VIP support both remote and face to face
• Ability to create detailed and accessible documentation
• Detail oriented and organised
• Have an ability to work independently, autonomously and take initiative
• Can multi-task and proactively manage various issues and conflicting priorities
• Have strong and effective written and verbal communication skills

Desirable Skills and Experience:

• MDM (Mobile Device Management) Especially
• Experience in supporting Apple MacOS/Ios and MS Windows
• Familiarity with an ITSM tool
• Phone Management