2nd Line Support Engineer

Heritage PS Talent Solutions are working on behalf of our client.

Heritage PS Talent Solutions are excited to be recruiting for an experienced 2nd line Support Engineer to work with our well established IT client in Wigston Leicester on a full-time, permanent basis. Reporting directly to the Managing Director.

Main duties of the 2nd line Support Engineer:

Handling 1st/2nd line telephone calls and email support tickets from receipt to resolution across all client sites and work to a target of the first-time fix of all issues.

• Monitoring and updating the ServiceDesk ticketing system.
• Managing and supporting customer's IT - Infrastructure and services.
• Monitoring and maintaining Microsoft 365 infrastructure, Azure Active Directory, Teams, SharePoint, OneDrive and networks.
• Installing and configuring Desktop, Network and Operating systems, and Applications using good practice & procedures.
• Build and maintain strong client relationships through exceptional customer service.
• Work with the Information Security Officer in creating and adapting business rules, policies, and procedures, in line with ISO27001
• Act as an escalation point for IT Support tickets, providing 3rd line or infrastructure support where required
• Listen attentively and ask the right questions to confidently diagnose and explain technical problems and solutions.
• Demonstrate a keen interest in delivering excellent technical support to clients and end-users.
• Maintain strong documentation skills.
• Configure and rollout equipment meticulously, conducting thorough testing.
• Exhibit strong organisational skills, multitasking abilities, and the ability to meet deadlines.
• Embrace our client's company mission, vision, and values, consistently delivering on them.

Requirements of the 2nd line Support Engineer

• Previous experience in an IT support role, preferably within a Managed Service Provider setting.
• At least 3 years' experience in a technical hands-on and customer-facing role.
• Degree in a relevant field or equivalent years of experience.
• Demonstrated very good working experience with Microsoft 365 Cloud services, including MS Exchange, Intune, Device management, Azure AD and SharePoint.
• Demonstrated good working knowledge of Windows server OS 2012 - 2019, Exchange, Active Directory, multiple domain environment, DNS, DHCP and group policy.
• Demonstrated good knowledge of setting up routers, managed switches, and firewalls.
• Demonstrated good working knowledge of virtualisation technologies, VMware and Hyper-V.
• Excellent written and verbal communication skills coupled with strong documentation and organisational skills.
• Experience handling time-sensitive, pressure-intensive customer issues.
• Personal commitment to delivering the highest standards of work for clients.

 Benefits of the 2nd line Support Engineer:

• 20 days paid holiday per annum, in addition to Bank Holidays and your birthday as a holiday
• Pension scheme
• Private Health Care
• Blended training opportunities
• The opportunity to thrive in a growing company

Heritage PS Talent Solutions are acting as an employment agency on behalf of its client.
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Heritage PS Talent Solutions are committed to the selection, recruitment and development of the best people, basing judgements solely on suitability for the job. Whilst we endeavour to respond to all applications individually, due to high volumes, this is not always possible. Thank you for your interest in this role and we look forward to working with you in the future.
Please note
If this role is permanent, Heritage PS Talent Solutions is operating as the employment agency. If this job is a temporary role, Heritage PS Talent Solutions is operating as the employment business.