2nd Line Support Engineer

Razorblue Group; Tees Valley; Hybrid; GBP 26,000 - 35,000; Full time

Benefits offered by this job

Base salary £30,500 per annum

Hybrid working

25 days holidays + holidays

Birthday off

Referral scheme £2000

Private Health Insurance

Life insurance

Cycle to Work

EV scheme

Fully funded training

Charity volunteering days

Job summary

Razorblue is seeking a 2nd Line Support Engineer to join its growing tech team in the UK. You will provide remote technical support for unresolved 1st line issues, diagnose problems, document incidents, and ensure SLAs are met, delivering excellent end-user experiences.

Additionally, you will conduct onsite troubleshooting when required, mentor junior engineers, and act as a point of contact in the Team Leader's absence. The role includes a weekend rotation at a premium rate.

Qualifications

• Full UK Driving License.
• Strong communication and relationship-building skills.
• Experience in corporate or MSP technology environments.
• Proficient with Microsoft AD, Exchange Server & Office 365.
• CompTIA, Apprenticeship or higher education.
• Degree or degree-equivalent qualifications desirable.
• People-centric approach and service mindset.
• Windows desktop and application support.
• Mobile and tablet device support.
• Network troubleshooting (ping, traceroute).
• Understanding of Razorblue's business and market.
• Know-how of Veeam Backup & Replication.
• Knowledge of Microsoft Group Policy.
• Experience with Azure AD Sync and Azure AD Connect.
• Excellent English for explaining complex issues.

Responsibilities

• Providing remote technical support for cases unresolved by 1st line engineers.
• Diagnosing issues, resolving requests, documenting incidents, and meeting SLAs.
• Conducting onsite troubleshooting at client facilities when needed.
• Coaching and mentoring junior engineers, sharing technical knowledge.
• Serving as point of contact and guiding the team in the Team Leader's absence.

Skills

Remote support

Onsite troubleshooting

Mentoring

Team communication

Education

CompTIA

Relevant Apprenticeship or higher education

Degree or degree equivalent

Tools

Active Directory

Exchange Server

Office 365

Veeam Backup & Replication

Azure AD Sync

Azure AD Connect

Group Policy

Job description

Razorblue Role

We are looking for a

• Providing exceptional remote technical support for cases which cannot be resolved by our 1st line Engineers– diagnosing issues, resolving requests, documenting incidents, ensuring SLAs are met, and delivering excellent end user experiences.
• Conducting onsite troubleshooting at client facilities as needed to address complex requests. Representing the company positively.
• Coaching and mentoring junior engineers by sharing technical expertise, collecting organisational knowledge, and identifying continuous improvements.
• Serving as point of contact and guiding team in Team Leader's absence.

Razorblue Role

We are looking for a 2nd Line Support Engineer to join our growing team of like-minded tech people. Should you choose to accept, your responsibilities will encompass:

• Providing exceptional remote technical support for cases which cannot be resolved by our 1st line Engineers– diagnosing issues, resolving requests, documenting incidents, ensuring SLAs are met, and delivering excellent end user experiences.
• Conducting onsite troubleshooting at client facilities as needed to address complex requests. Representing the company positively.
• Coaching and mentoring junior engineers by sharing technical expertise, collecting organisational knowledge, and identifying continuous improvements.
• Serving as point of contact and guiding team in Team Leader's absence.

Please note that this role contains a weekend working rotation at a premium rate.

Our perfect candidate should have a wealth of knowledge spanning various technologies and being able to use these skills to troubleshoot and deliver five star solutions that keep our clients happy is a must!

Customer service is paramount to us, which is why we only look for candidates with excellent customer facing skills and the ability to communicate effectively. Your friendly tech-savviness will truly shine here.

Razorblue Requirements

• Full UK Driving License
• Strong communication, and relationship-building skills
• Experience of working in a corporate or MSP technology and environment.
• Administering Microsoft Active Directory, Exchange Server & Office 365
• Comp TIA, Relevant Apprenticeship or higher education
• Degree or degree equivalent qualifications is desirable
• People centric approach & service
• Competent with Windows desktop & application support
• Tablet and mobile device support
• Network troubleshooting incl. ping and trace route
• An understanding of razorblue's business, clients and the market it works in
• A good understanding of Veeam Backup & Replication
• Knowledge of Microsoft Group Policy
• An understanding of Microsoft Azure AD Sync and Azure AD Connect
• Excellent conversational fluency in English is required to clearly explain complex technical issues

Razorblue Gives

Working for an IT partner isn’t for the faint hearted, it requires drive, passion for technology, collaboration, and a drive to innovate.

If you want to learn more about the IT domain as a whole or specialise in one particular area, you can do that here. We are not looking for the most qualified people, but people who have a true drive to learn and a passion for the technology sector. Our learning and development opportunities, paired with our teams drive for learning, resulted in 34 promotions being granted in 2022.

We operate a hybrid working policy across most roles and often get asked why we haven’t made the decision to go fully remote... For us, natural learning opportunities are invaluable and office working enables this and has also inspired our collective culture of teamwork.

Our Other Benefits Include

• Base salary of £30,500 per annum depending on skills and knowledge
• Hybrid working - After probation, split time evenly between office and home
• 25 days holidays per annum + public holidays + the ability to purchase 10 more
• Your birthday off (Obviously!)
• £2000 Referral Scheme Bonus – if you know other techies that want to join us
• Enhanced maternity, paternity, adoption + Baby bonus (Family is important to us)
• Fully funded training and accreditations to expand your skillset
• Two paid charity volunteering days per year
• Discounted Broadband (Necessity)
• Life insurance
• Private Health Insurance with VitalityHealth
• Quarterly team social fund
• Cycle to Work scheme
• Gear up with the latest tech toys through our partnership with Currys
• Cruise around in an eco-friendly electric car with our EV Scheme

We're committed to creating an inclusive and accessible recruitment process. Please don't hesitate to reach out if you require any reasonable adjustments to participate in our application or interview process. We're here to support you.