2nd line engineer

Armstrong Knight; Liverpool; On-site; GBP 24,000 - 32,000; Full time

Job summary

Armstrong Knight in Liverpool is seeking an experienced IT Helpdesk Analyst to join our busy support team, handling 1st/2nd line incidents and ensuring timely resolution.

You will work across Windows Server, virtualization, Office 365, Exchange and remote desktop services, providing high-quality customer service and SLA-compliant support.

A willingness to contribute to a 24/7 rota and flexible hours is essential for this role.

Qualifications

• Experience in a busy Managed Services environment.
• Experience in delivering remote and on-site support within SLAs.

Responsibilities

• Provide 1st/2nd line technical support via ticketing system, email and phone.
• Resolve cases remotely where possible, or directly on customer sites as needed.
• Ensure that 1st/2nd line cases are managed through to resolution, with clear customer communication and updates.
• Be part of a 24/7 rota.
• Manage own time effectively and communicate expectations clearly.

Skills

Customer-focused support

Remote troubleshooting

Time management

SLA adherence

Team player

Tools

Windows Server

Hyper-V

VMware

Office 365 Admin

Exchange Server

RDS/Thin Client

TCP/IP networking

Antivirus (Sophos)

Job description

• 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 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.