2nd Line Support Engineer

2nd Line Support Engineer required by market leading organisation based in South Wales. This is a permanent position on a hybrid working basis with 2 days a week onsite (With flexibility).

You will join an experienced IT Support Team responsible for supporting traditional IT systems and services, the role will be focused on supporting technologies key to the operational success of the business. This is a hands-on role, working towards targeted Service Level Agreements (SLAs) to support the business, will be involved in exciting new technologies and systems and will co-ordinate and assist with the roll out of related projects within the businesses.

Main Duties:

• Monitor Service Desk tickets and provide 2nd line onsite and remote support.
• Work to set KPI’s to maintain the departments SLA to the business.
• Administer ICT Operational environments and services such as CUTE, CUSS.
• Provide incident and problem management for the IT operational systems including servers, desktop, network, software and more.
• Mentor and cross train team members on existing and new technologies.
• Document best practices and support procedures.
• Work with Project Managers to implement new projects to deliver new operational technology solutions.
• Develop and implement small projects to deliver new technology solutions.
• Produce systems documentation.
• Maintain inventory and asset configuration documentation.
• Carry out special tasks at Management's direction.
• Provide training to other departments about how best to use the systems available within the business.

Required Background:

• Strong technical knowledge of Microsoft’s Server Operating Systems 2012/2016/2019.
• Strong technical knowledge of Microsoft’s Client Operating Systems, primarily Windows 10/11.
• Good technical knowledge of Backup & DR services.
• Good knowledge of application support with MS Office and Office 365.
• Good knowledge of VoIP Telephony systems.
• Managing deployments / rollouts of IT systems and projects.
• Active Directory Group Policy and user and group administration.
• Excellent understanding of PC hardware set-up and configuration.
• Good knowledge of LAN/WAN networking.
• Ability to troubleshoot network issues.
• Ability to work under pressure.
• Ability to work as an individual and as part of a team. Ability to develop effective working relationships.
• Professional and confident.

This fantastic role comes with an excellent basic salary and is accompanied by a benefits package which includes: Remote working, annual salary review, 25 days holiday (which will increase to 30 days based upon length of service), private medical insurance, pension and many more.