2nd Line Support Engineer

2nd Line Infrastructure Analyst
Job Type:
Permanent
Hours:
37.5 hours per week, Monday to Friday, shift coverage between 08:00 – 18:00
Pattern:
Initial onboarding onsite, then becomes hybrid
Salary:
£30,000
Summary:
Join one of Humnize's MSP's in 2nd line support, providing comprehensive incident handling and technology support to our clients.
Key Responsibilities:
Handle tasks escalated from the 1st line support team.
Monitor backups and take action on unsuccessful backups.
Mentor and support 1st line support colleagues.
Provide additional cover for helpdesk calls as needed.
Maintain detailed and accurate records on all tickets via the Service Desk platform.
Assess the severity and priority of calls and take appropriate actions.
Identify trends in client calls and tickets.
Collaborate effectively with the Infrastructure Team.
Provide professional IT support to all levels of staff within the client base.
Occasionally attend client sites, maintaining a professional demeanor.
Skills & Experience:
Essential:
Diagnostic and problem-solving skills with examples of using initiative to handle complex issues.
Strong client-facing skills, excellent written and verbal communication.
Professional appearance and demeanor.
Confident team player with the ability to quickly assess and prioritize tasks.
Ability to stay calm under pressure.
Working knowledge of working with VM's and providing 1st/2nd line technical support
Desirable:
Good knowledge of:
Microsoft Azure
Dictation platforms (Bighand, Diktamen)
Partner4Windows/Tikit
Oyez forms
Mimecast
Barracuda CGA
Familiarity with call logging and escalation packages.
Client Focus:
We prioritize understanding, anticipating, and fulfilling the unique needs of our clients. We seek individuals who:
Show keen interest and enthusiasm for understanding client priorities.
Are self-starters and team players committed to client satisfaction.
Listen, question, and deliver effectively.
Are reliable and responsive, putting client needs first.
Strive to exceed client expectations.
Equal Opportunities:
We believe in equal opportunities for all job applicants and employees regardless of gender, marital status, race, nationality, ethnicity or origin, disability, creed or religion, sexual orientation, or age.
If you're motivated by client satisfaction and excel in your field, we want to hear from you. Apply now to join our dedicated team!