2nd line engineer

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

Job summary

A leading managed services provider in Liverpool seeks a 1st/2nd Line Technical Support professional. Responsibilities include providing technical support via various channels and resolving cases efficiently. Candidates must have experience in dynamic environments, specifically with Windows Server and Active Directory. Flexibility and a strong customer service orientation are essential. This role may require working outside of standard business hours.

Qualifications

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

Responsibilities

• Providing 1st/2nd Line technical support via ticketing system, email, and telephone.
• Resolve cases remotely or directly on customer sites in line with target resolve times.
• Ensure that cases are managed through to resolution with high standards of communication.

Skills

1st/2nd Line technical support

Windows Server (2012 - 2019)

Active Directory

Virtualisation (HyperV and VMWare)

Office 365 Administration

Good level of TCP/IP networking

Antivirus (Sophos or similar)

Windows 7-10 client support

Job description

Duties & 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. Required Competencies: Experience of working in a busy and dynamic Managed Services Environment with the following technologies: Windows Server (2012 - 2019) Active directory 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. 01702 567 302