2nd line support engineer

The Role

Part of a well-established, busy Service Desk team, fielding in excess of 2000+ new support requests each month, from a diverse range of clients, you will be part of the face of the company, helping to resolve technical issues directly or as escalated to you as a Second Line team member.

In addition, you will be involved in project work, supporting the specification of infrastructure and software solutions and their implementation, to support the business needs of our existing and new clients.

The role requires a candidate who is driven, solution focussed, who can collaborate with internal and external stakeholders, and who has a proven track record of working within a fast-paced environment whilst setting goals and achieving high results. The candidate should have strong interpersonal skills.

The role is primarily office-based but at times will include fieldwork.

This role is based in Cornwall, at our Bodmin location.

Duties & Responsibilities

As a Second Line Service Desk Engineer:

• Provide Second Line technical assistance to a range of businesses of different sizes, across different industries.
• Help manage and monitor the helpdesk, identify and troubleshoot issues, and perform necessary repairs or upgrades.
• Act as a point of escalation for First Line Service Desk Engineers, helping them with their understanding.
• Escalate support issues in a prompt and timely manner to 3rd line as required.
• Assist field engineers with your knowledge and experience and providing on-site support where required.
• Research and scope a wide variety of projects and then putting them into play.
• Monitor security threats and vulnerabilities, implement security measures, and maintain compliance with data security regulations.

As a member of the team:

• Provide an exceptional service to the client and a positive relationship with your colleagues.
• Undertake training and to assist in training other or new members of staff as required.
• Undertake other duties as may be required within the general scope of the job.
• Work in accordance with all company procedures and guidelines.

The Person

Having the right attitude and approach to business is crucial. We believe strongly in our core values and expect every member of the team to embody them.

You’re an inquisitive and curious individual with an eagerness to learn, develop and progress. You’re up for a challenge and want to play your role in a growing company, by providing a first-class customer experience.

So, with that in mind, you’ll be someone that has a good understanding of IT but is passionate to learn and develop more. You’ll be friendly and approachable, with an excellent phone manner. You’ll be a team player, that understands when to persevere with a challenge, but also when it’s appropriate to ask for help.

Whilst a techie at heart, you’ll be considerate of how non-technical users interact with technology on a day-to-day basis and speak with them appropriately, limiting the use of technical jargon.

You must have;

• 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 Microsoft 365 (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)
• Knowledge and experience of Windows Servers (Active Directory, DHCP, DNS, GPO’s, Print Management, AD Sync)
• Excellent customer service skills

It would be beneficial if you have;

• Experience of working within a Managed Service Provider (MSP) environment
• Technical qualifications such as CompTIA A+ would be advantageous but not a requirement

Salary & Benefits

• Salary of £27,000 - £32,500 DOE
• Fully funded training and industry recognised certifications
• 25 days of annual leave plus Bank Holidays rising one day per year after five years of service
• Enrolment into the company’s Vitality Healthcare Scheme
• One day per year fully paid to volunteer and ‘giveback’ to a charity or local cause of your choice
• Regular social events

Job Type: Full-time

Pay: £27,000.00-£32,500.00 per year

Schedule:

• Monday to Friday