2nd Line Support Engineer

AJ Bell; Manchester; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

AJ Bell is searching for a 2nd Line Support Engineer to manage escalation issues from the Service Desk Team. The role involves collaborating with internal and external teams to enhance service delivery and standardization processes while ensuring quality customer service and maintaining technical systems across various platforms. This position offers opportunities for professional growth and comes with a variety of employee benefits promoting work-life balance.

Benefits

Generous holiday allowance increasing up to 31 days with service

Casual dress code

Discretionary bonus

Contributory pension scheme

Dedicated time for proof-of-concepts

Support to attend conferences and events

Buy as you earn share scheme

Free annual share scheme

Enhanced maternity/paternity scheme

Free gym

Qualifications

• Experience in second line support, both in person and remotely.
• Strong knowledge in automation (PowerShell) and ITIL best practices.
• Ability to work independently while also being efficient as part of a team.

Responsibilities

• Handle escalations from the Service Desk Team and collaborate to resolve issues.
• Produce documentation and training materials for multiple systems.
• Install, maintain, and support new applications.

Skills

Customer service

Communication skills

Troubleshooting

Problem-solving

Analytical skills

Network infrastructure

Cloud services

Education

Technical qualifications or relevant work experience

Tools

Azure

Active Directory

MS Exchange

Windows Server

SQL

VMWare vSphere

Job description

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We are now looking for a 2nd Line Support Engineer to handle escalations from the Service Desk Team. You will be collaborating with third parties to resolve issues, standardise, and automate processes, and formalising procedures for efficient service delivery.

What you'll do:

• Be responsible for 2nd Line support, both in person and remotely via MS Teams, telephone, and remote access tools.
• Identify areas for improvement within Service Delivery via automation and standardisation.
• Assist in planning, executing, and seeing Technology Service projects through to completion.
• Produce clear and precise documentation, including training materials, for multiple systems.
• Take ownership of technical problems and see through to resolution even when passed to third parties.
• Liaise with other members of the team for support and escalation, providing adequate and accurate information to discuss and review escalated calls.
• Install, maintain, and support new applications.
• Review services, application delivery, and patching processes.
• Administer backup and restore operations.
• Collaborate with various business and technical teams to enhance overall service delivery.

What you'll already have:

• Excellent customer service and communication skills, with the ability to explain technical issues to non-technical customers.
• Extended administration and troubleshooting experience of the following systems: Azure/Active Directory, Group Policy, MS Exchange, SharePoint, Office 365, VMWare vSphere, and Horizon View Client.
• Automation through use of PowerShell, coding and APIs, including read, write, and debug skills.
• Knowledge and interest in automation software i.e., Jenkins, AdTempus etc.
• Excellent problem-solving and analytical skills, evident via work experience or technical qualifications.
• An active knowledge of information technology, and a passion for keeping up to date with the latest technologies.
• Desire to learn new skills and progress professionally.
• Ability to work under own initiative as well as part of a team.
• Ability to quickly learn and adapt to new systems and technologies, ensuring minimal disruption to service delivery and maintaining high levels of productivity.
• Experience in troubleshooting desktop and system problems, diagnosing, and resolving hardware/software issues. Proficiency in Windows Server and Windows 10/11.
• Incident and problem management experience, provide effective solutions and workarounds to incidents and problems.
• Capability to prioritize and manage multiple open cases and small projects simultaneously.
• Solid understanding of network infrastructure and protocols. Experience with network troubleshooting tools.
• Experience with backup and recovery solutions and strategies.
• Basic knowledge of database management systems (SQL, MySQL).
• Strong experience with cloud services, including cloud migration projects.
• Knowledge of ITIL best practices and experience in an ITIL-based environment.

There are opportunities for growth and professional development for employees wanting to progress within their career including induction training and our study support scheme which is part of our benefits package.

There is an active programme of social events throughout the year, which are open to all employees.

In return we will provide all the training and support you need to develop within your role.

In return for your hard work you will receive:

• Generous holiday allowance increasing up to 31days with service, plus bank holidays
• Casual dress code
• Discretionary bonus
• Contributory pension scheme
• Dedicated time for proof-of-concepts and assessing new tech
• Support to attend conferences, events, and meet-ups
• Buy as you earn share scheme
• Free annual share scheme
• Enhanced maternity/paternity scheme from day one
• Bike loan
• Season ticket loan portal
• Discounted PMI and Dental
• Free gym
• Paid volunteering opportunities, free social events and more

At AJ Bell, our people are the heart of our culture. We believe in building strong connections by working together. That's why we offer a hybrid working model, where you'll spend 50% of your time in the office each month. For new team members, the first month will be spent full-time in the office to help you immerse yourself in our business and build valuable relationships with your colleagues.