2nd Line Support Engineer

TN United Kingdom; Birmingham; Hybrid; GBP 25,000 - 45,000; Full time

Job summary

An established industry player is seeking a skilled 2nd Line Support Engineer to enhance their service desk operations. In this hybrid role, you will collaborate closely with the IT field team to resolve incidents and ensure seamless functionality of both company and customer systems. You will be responsible for providing top-notch support, performing routine maintenance, and managing technical documentation. The company values professional development and offers a range of benefits, including a comprehensive perks platform. If you're passionate about IT support and eager to make a difference, this opportunity is tailored for you.

Benefits

Access to discounts on fitness memberships

Electric vehicle leasing program

Complimentary parking

Training and professional development opportunities

Qualifications

• Extensive knowledge of desktop and laptop hardware and software applications.
• Strong communication and interpersonal skills are essential.

Responsibilities

• Provide 2nd/3rd line support for IT incidents and requests.
• Monitor and resolve issues in the logging system and via phone.
• Maintain technical documentation and ensure IT policies are followed.

Skills

2nd/3rd line support

IT incident resolution

Windows operating system

Mac OS

Linux

networking concepts (TCP/IP, DHCP, DNS, VPN)

Active Directory

troubleshooting Microsoft issues

communication skills

Tools

VMware

Hyper-V

anti-virus software

Job description

Oscar Technology has partnered with a leading MSP in the Staffordshire area to recruit for a skilled 2nd Line Support Engineer to join their team - this is a hybrid position.

Job Description

As a 2nd Line Support Engineer, you will play a crucial role in the company's effective delivery of the service desk services. You will work closely with the IT field team to resolve issues and ensure the smooth operation of company and customer systems.

Responsibilities Include:

1. Monitoring & dealing with issues raised in the logging system and directly through the phone.
2. Providing 2nd/3rd line support for IT incidents and requests, ensuring timely resolution and user satisfaction.
3. Perform necessary, routine maintenance and updates to application operating systems and anti-virus software.
4. Confirm factors such as IT policies, procedures and security standards are being considered and abided by.
5. Assist with data retrieval, backup management - either onsite or cloud based.
6. Establishing and maintaining technical documentation that can range from technical diagrams to knowledge articles.
7. Extensive knowledge around desktop and laptop hardware, operating systems (Windows, Mac OS, Linux) and software applications.
8. Knowledge with virtualization technologies such as VMware and Hyper-V.
9. Excellent knowledge of networking concepts such as: TCP/IP, DHCP, DNS, and VPN.
10. Familiarity with troubleshooting and resolving issues linked to Microsoft.
11. Knowledge of Active Directory and user account management.
12. Familiarity with server administration demands such as user management, file shares and security.
13. Strong communication and interpersonal skills.

Benefits :

• Access to a comprehensive perks platform, featuring discounts on fitness memberships, dining, shopping, and more.
• Electric vehicle leasing program.
• Complimentary parking.
• Numerous training and professional development opportunities.

Oscar Associates (UK) Limited is acting as an Employment Agency in relation to this vacancy.

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