2nd line engineer

Armstrong Knight; Liverpool; On-site; GBP 25,000 - 35,000; Full time

Job summary

A technology services company based in Liverpool is seeking a candidate for 1st/2nd Line technical support. The role involves providing support through various channels, resolving cases remotely or on-site. Experience in a dynamic Managed Services Environment and the ability to work flexible hours are essential. Ideal candidates will have strong technical skills across various platforms and good customer service abilities.

Qualifications

• Experience in a dynamic Managed Services Environment.
• Experience dealing with external customers delivering to SLAs.
• Must be flexible and able to work outside of business hours.

Responsibilities

• Provide 1st/2nd Line technical support via ticketing system, email, and telephone.
• Resolve cases remotely or on customer sites in line with target resolve times.
• Manage own time effectively and ensure high-standard customer communication.

Skills

Windows Server (2012 - 2019)

Virtualisation (HyperV and VMWare)

Office 365 Administration

Exchange Server

MS Remote Desktop Services

TCP/IP networking

Antivirus (Sophos or similar)

Windows 7-10 client support

Customer Service

Job description

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.

Experience and Qualifications

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

• Windows Server (2012 - 2019)
• 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.