2nd Line Engineer

2^nd Line Support.

Salary - £27,000 - £30,000
Industry - IT Managed Service Provider
Location - Bodmin (Cornwall)
Duration - Permanent

The Company

We are working with a business whose mission is to provide businesses with exceptional, tailored IT and unified comms that are fit for purpose, exceed their clients' expectations and that their employees are proud of, and they do this by staying true to our core values.

They are looking for an experienced and ambitious 2nd line engineer to provide exceptional customer service and technical support to their clients throughout the Southwest and beyond. They are looking for someone who can talk to the person as well as the computer, who's focused on making their clients better, can man the helpdesk, help and guide first line engineers and who wants to work in a company where they can continue to learn, grow and develop in their career.

Being on the 2nd Line of the service desk, naturally, you'll be a point of escalation for our 1st Line Engineers. If they should be struggling to resolve something tricky, you'll be around to take over or lend a hand. You should be someone junior members of the team can look up to, someone they can trust, and someone that is happy to share their knowledge and expertise with those around them. They are looking for team players - not lone wolves.

Career Progression

In terms of career progression, our client have fantastic opportunities to work your way up from 2nd line to 3rd line or field engineer and further. They are keen to work with you to achieve your goals and have training and personal development plans in place for all employees to ensure they are reaching their goals.

The Role

You will be assisting the team to:

• Providing 2nd Line technical assistance to a range of businesses of different sizes, across different industries.
• Acting as a point of escalation for 1st Line engineers, helping them with their understanding.
• Assisting field engineers with your knowledge and experience and providing on-site support where required.
• Researching and scoping a wide variety of projects and then putting them into play.
• Help to manage and monitor the helpdesk, identify and troubleshoot issues, and perform necessary repairs or upgrades
• Escalate support issues in a prompt and timely manner to 3rd line as required
• Monitor security threats and vulnerabilities, implement security measures, and maintain compliance with data security regulations

Role Requirements:

• A minimum of 2 years' experience working on a support desk or in an IT role
• A full driving licence (access to a vehicle is not required, but beneficial)
• Ability to work under pressure and manage own time on a busy helpdesk
• Strong knowledge of Office 365 knowledge (Email concepts, SharePoint, OneDrive, Azure AD)
• Good Network understanding (LAN, WAN, VLAN, WIFI, IPSEC, VPN)
• Experience with onsite/offsite backup products and storage (including cloud storage)
• Excellent customer service skills
• Knowledge and experience of Windows Servers (Active Directory, DHCP, DNS, GPO's, Print Management, AD Sync)
• Technical qualifications such as CompTIA A+ would be advantageous but not a requirement

About You:

You are someone that:

• Is curious, inquisitive and has a real desire to learn more and progress with your career
• Is ambitious, up for a challenge and has the drive to help an SME grow and push forward
• Has a strong understanding of IT
• Can translate complicated technical jargon into everyday language, everyone can understand
• Is flexible with travel and willing to be on the helpdesk or out onsite
• Has an excellent phone manner, is pleasant and approachable, and remains calm under pressure