Second Line Technical Support Engineer (Shift Patterns)

Krome Technologies Ltd; Chertsey; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Flexible leave

EV salary sacrifice

Private medical insurance

Learning & development

Monthly recognition awards

Long service rewards

Breakfast provided

Tea/Coffee and fruit

Soft drinks/beer/wine fridge

Gym membership discount

Cycle to work

Shower facilities

Free parking

Pool table in break room

Company social events

EV charging points

Job summary

Krome Technologies is seeking a Second Line IT Support Engineer to join our 24x7 technical support team at HQ in Chertsey. You will handle escalated hardware/software issues and work with Microsoft stack and virtualization technologies.

The role requires practical experience with Windows Server 2016+, Hyper-V, VMware, and networking, plus strong communication skills and a customer-focused approach. Shift patterns cover 4 days/nights blocks with rest, and occasional travel to London or client

Qualifications

• Two or more years in a similar second line IT support role.
• Experience with Windows Server, virtualization and networking.
• Good communication in English and customer-facing skills.

Responsibilities

• Troubleshoot escalated hardware/software issues from 1st line.
• Investigate security alerts and liaise with internal teams.
• Maintain documentation and follow SLAs with ticket metrics.

Skills

Windows Server 2016+

Hyper-V

VMware

Networking basics

English communication

Customer service

Education

Bachelor's degree or IT qualifications

Tools

Palo Alto Firewalls

Darktrace

VMware vSphere

Active Directory

MS Office 365

Exchange

Job description

Location: Chertsey, Surrey
Job Type: Full time
Contract Type: Permanent
Salary: c£30,000 - £40,000 Basic (depending on experience) + £4k Shift Allowance

Are you an experienced Second Line Support Engineer looking to boost your career working in an advanced technical team that pride themselves on delivering high-quality service levels?

The Company

Krome Technologies is a dynamic, people first technology consultancy delivering a wide portfolio of IT services and solutions across all industry sectors. Our core focus is assisting our clients with achieving their business goals through relevant and forward-thinking technology solutions.

With passion, a high level of integrity along with proven success, we work with our clients as a trusted business partner, advising on how, with appropriate technology advancements, we can help achieve their current and projected business demands.

Our talented people drive us forward, and we believe in encouraging a strong culture of Community, Confidence, and Integrity.

The Role

An excellent opportunity has emerged for a Second Line IT Support Engineer to join our 24x7 technical support team.

The successful candidate will have an existing track record working within a similar role and knowledge of the Microsoft software stack, Windows Server 2016+, Hyper-V, VMware & Microsoft RDS. A good understanding of networking including troubleshooting would also be highly advantageous.

There will also be a large drive for professional qualifications in arenas such as Microsoft, Cisco, VMware or Palo Alto Networks.

The role is based at Krome's HQ in Chertsey. On rare occasions, you may be required to travel to London and other client locations.

The role includes shift patterns to cover our 24x7 helpdesk. The shift pattern is planned as a block of 4 days or 4 nights of work, followed by a block of 4 days of rest, alternating every two blocks between day and night shifts. A shift is 8.00am-8.00pm or 8.00pm-8.00am (with 2 hours break).

Responsibilities

• Troubleshooting hardware or software problems escalated from 1st line
• Investigating security alerts
• Working with internal teams to manage IT infrastructure and keep it up to date
• Maintaining knowledge base and contributing to process/Technical documentation
• Following SLAs and tracking ticket resolution metrics

Requirements

• At least two years of experience in a similar role
• Experience of some or all of the following;
• Microsoft Windows Desktop / Server Operating Systems, MS Office Suite & M365, Exchange, Teams Telephony, Active Directory, Firewalls (Palo Alto), Darktrace, VMware vSphere, Hyper-V, SAN, Citrix, SQL Server, Aruba/Extreme Wireless, PRTG network monitoring
• Virtualisation practices from a build, install, configure level through to standard support
• A good grasp of TCP/IP networking
• The ability to install and decommission a range of hardware Including laptops, printers, PC's, monitors, servers and network equipment
• Great communication skills (in person and via telephone), excellent written and spoken English is essential
• Personable, with the ability to build rapport with team of IT technicians. The candidate will be required to integrate within both the Krome technical team and client IT departments
• Must be capable of learning a new customer network rapidly. Training and time will be given to absorb such material, but the ability to learn and adapt quickly is a must
• The successful candidate will be a punctual and thorough worker, with astute attention to detail
• Strong academic background - a Bachelor's degree or related IT qualifications would be highly desirable but not essential
• A full UK Driving License is desirable

All technical staff are given a thorough aptitude and technical test during interviews, so please be aware that this is part of Krome's common employment practice.

Benefits

• Flexible Annual Leave Package (25 days, plus Bank Holidays, increasing with Length of Service)
• Employee Assistance Programme
• Electric Vehicle (EV) Salary Sacrifice Scheme
• Private Medical Insurance (applicable after 5 years' service)
• Learning and Development Programme, aimed to support Career Progression
• Monthly Employee Recognition Awards (Extra Days Holiday or Amazon Voucher Rewards)
• Long Service Recognition Awards for 5, 10, 15 years+
• Complimentary Breakfast Available (8am - 9am Mon to Fri)
• Complimentary Tea/Coffee and Fresh Fruit Available All-day
• Fully Stocked Soft Drinks/Beer/Wine Fridge for Friday After Work Drinks
• Discounted Corporate Gym Membership
• Cycle to Work Scheme
• Shower Facilities
• Free Private Car Park
• Staff Break Out Room with Pool Table
• Modern, Open Plan, Office Environment
• Regular Company-Funded Social Events
• Company-Funded (Voluntary) Participation in our Charity Events
• Electric Vehicle Charging Points are available at our Chertsey Head Office

Inclusion & Diversity

Krome Technologies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive work environment free from discrimination, where all employees are treated with dignity and respect. We do not discriminate on the basis of race, colour, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression or veteran status.

You may have experience in the following: 2nd Line Support Engineer, Second Line Support Analyst, IT Support Engineer, Service Desk Engineer, Technical Support Engineer, Infrastructure Support Engineer, IT Support Technician, Helpdesk Engineer, Desktop Support Engineer, Systems Support Engineer, NOC Engineer, etc