2nd Line Engineer

Riven Associates Ltd; Camberley; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established IT services company is seeking a 2nd Technical Support Engineer to join their dynamic team. This role offers the opportunity to work on exciting technical challenges while providing 2nd line support to clients. The ideal candidate will have a solid foundation in Windows Server and Microsoft 365, alongside strong communication skills. With a commitment to customer service and problem-solving, you will thrive in a fast-paced environment that encourages learning and development. Join a company with ambitious growth plans and be part of a team that values your contributions and fosters your professional growth.

Benefits

Private Medical Healthcare

VDU Eye Tests

Contractual Sick Pay

Enhanced holiday entitlement

Company social events

Qualifications

• Minimum 3 years experience in technical support roles.
• Strong communication skills for customer-facing interactions.
• Experience with troubleshooting Windows Server and Microsoft 365.

Responsibilities

• Handling 2nd line technical support queries via telephone and remote tools.
• Writing and updating user and system documentation.
• Attending client sites to complete support tickets and project work.

Skills

Windows Server Operating Systems

Microsoft 365

Networking

Active Directory

Customer Service

Problem Solving

Education

IT Support Certification

Microsoft Certified

Tools

Helpdesk Management System

Backup Software

Antivirus Software

Job description

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Experience:must have a minimum of 3 years experience in a similar role

Salary:Depending skillset and qualifications

Start Date:Immediate

Salary:Depending skillset and qualifications

Job Description

Riven Associates – A world class IT services company based in Camberley, Surrey have an immediate vacancy for a 2nd Technical Support Engineer to join the established team.

The Company

Riven Associates is an IT Managed Services Provider with growth plans. Managed Services is one of the biggest growth areas of IT and Riven Associates have strong growth plans with our comprehensive range of IT service offerings. We have been providing IT solutions and support to SME’s across the UK since 2003.

Primarily operating across the south of the UK, Riven Associates are an established IT company with a world class reputation for providing IT Projects, Support and Consultative services.

The Candidate

The successful candidate will work as part of a dynamic team, the candidate’s

responsibilities will be handling 2nd line technical support queries via telephone and remote based tools. Working within SLA’s (Service Level Agreements), the successful candidate will have strong communication skills (both customer-facing and internal) and will be expected to use the Helpdesk Management System. The role will require ad-hoc visits to customer sites depending on the needs and requirements of the business.

A fast-paced and engaging environment that provides good opportunities to learn new technology and further the candidate’s existing skills. The successful candidate will have a willingness to learn and problem solve. Be a good communicator and be motivated working as part of a team. The candidate will have a good general set of IT support skills focused around Windows Server Operating Systems, Microsoft 365 environment and the complimentary products that sit alongside these including Windows Desktops, Backup Software, Antivirus software and experience working with Firewalls. In addition to this, the successful candidate will have a strong working knowledge of general networking.

The package will include:

• Private Medical Healthcare (after 6 months service)
• VDU Eye Tests
• Contractual Sick Pay (after the qualifying period)
• Enhanced holiday entitlement based on length of service
• Company social events

Responsibilities will include:

• Working on SLA-based technical support calls.
• Writing / Updating User and System Documentation
• Remote project work undertaken by the Helpdesk
• As and when required attend client site to complete support tickets and/or project work to fulfil contractual obligations.
• Ability to prioritise work and work to deadlines & multi-task. Prioritise and escalate tickets to ensure customers are responded to within contractual limits.
• Ticket escalations, tickets being raised up from 1st line and overseeing correct escalation of tickets to 3rd line engineers.
• Working alongside manufacturers and vendors where necessary to troubleshoot technical issues.
• Ensure the customer is always communicated with.
• Accurately write tickets notes, updates, emails and liaise with the wider team (Helpdesk Co-ordinator and Helpdesk Manager) to ensure effective communication.
• Ability to efficiently handle multiple requests through the help desk system.
• Strong verbal and written communication skills.
• Excellent customer service skills with the ability to demonstrate a professional, respectful and proactive approach to customer service.
• Logical and Methodical approach to problem-solving.
• The successful candidate will be enthusiastic and enjoys imparting your technical knowledge on to others alongside learning new skills from colleagues – especially helping more junior technical colleagues.

Key Technical Skills of the Support Engineer:

An understanding of troubleshooting MS Windows Server 2012/2016/2019 including:

• Active Directory
• DNS & DHCP
• Permissions & Group Policy

An understanding of troubleshooting Microsoft 365 Services, including:

• Hosted Exchange
• Microsoft Teams
• OneDrive / SharePoint
• Microsoft EndPoint Management

An understanding of troubleshooting Network hardware including Wi-Fi, Switches, Routers and Firewalls, including:

• *TCP/IP
• *DNS (Public)
• *VPN (Desktop & Site-to-site)

An understanding of troubleshooting Microsoft Windows 10 & 11

Solid working knowledge of Backup solutions for Microsoft 365, Servers and Endpoint environments.

Support of Security Products, including Server/Endpoint Anti-Virus Products & Email Security.

Desirable (but not essential) Skills:

• An understanding of Microsoft Azure
• Knowledge of Server Hardware.
• Apple Mac desktops, laptops, hardware and software
• Knowledge of VOIP Systems
• Microsoft Certified
• COMPTIA / ITIL Certifications

Hours and Holiday Entitlement:

37.5 hours per week

The shift hours of work are as follows:

*08:00 – 16:30 Early Shift

*09:00 – 17:30 Mid Shift

*10:00 – 18:30 Late Shift

20 days holiday per annum plus bank holidays, rising by 1 day per year of service to a maximum of 25 days.

1 hour lunch break

Must Hold a Full Clean UK Driving License

Location

Current office location is Camberley Surrey.

Free Parking

Riven Associates currently operate a remote working policy.

Candidates will ideally be within reasonable commuting distance as they will be required to attend the office as and when required.

To apply please [e-mail].

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Engineering and Information Technology

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