2nd Line Support Engineer - Bromley, United Kingdom - vertex-it-solutions

vertex-it-solutions
vertex-it-solutions
Verified Company
Bromley, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Role: 2nd Line Support Engineer

Reports to:
Service Desk Manager

Role:

An opportunity has arisen for a Technical Support engineer to join an expanding team, and develop their career in a forward thinking, growing and progressive Managed Service Provider (MSP), who are providing Cloud technology, Hosted services, on site andRemote support provision, consultancy, and support services to their customers


Responsibilities:


  • Completing technical support tasks and activities in an MSP 2nd Line Support capacity with some 1st Line support, solving IT issues remotely, via phone and using remote support tools.
  • Problem solving and closing support calls on Cloud based and onpremise systems, and helping customers with issues they raise or have with their laptops, PCs, and MACs.
  • Able to triage, troubleshoot (and solve where possible) issues with Servers, firewalls, WIFI and network equipment, escalating issues where necessary once initial triage has been completed
  • Building and configuration of Laptops, MACs and PCs to required and standardised setups and procedures
  • Answering telephone calls from customers promptly with excellent customer Service skills in a positive, cando, customer focused manner at all times.
  • Recording, managing and closing support calls to ensure quick valid response and resolution, and prevent noncompliance to Service Level Agreements (SLA's) in line with ITIL defined processes
  • Visiting Customer sites, for regular visits, adhoc requests, proactive visits, deskside support or projects, as required.
  • Deliver outstanding customer service, perception and satisfaction to all customers, at all times
  • Deliver great teamwork and communication throughout the IT team, motivating the team to create a positive and professional work environment and deliver excellent IT support services to our customers
  • Be involved with, and undertake any other duties in the office, or on site, as requested.

Skills, Knowledge, and Experience:


Essential:

  • 23 years handson experience troubleshooting user and customer issues in Cloud based and Windows Desktop and Server environments
  • Ability to build laptops, desktops from scratch and to rebuild, transferring data securely between devices where required
  • You must have extensive experience of supporting, administering, and troubleshooting all Office packages such as Teams, OneDrive, SharePoint, and Outlook on Mobile phones, tablets desktops and laptops.
  • You should have a good but basic understanding of networking, WIFI, and firewalls, and can triage and troubleshoot network related issues with switches, Firewalls, and Internet Lines
  • Should have good experience of onpremise and Cloud based IT systems, especially with Active Directory, Azure products, Office365, and Intune
  • Must have working knowledge of supporting regular Backups, and be involved with tape rotation, and restore procedures with Veeam, Symantec and other Cloud based backup vendors
  • Must be able to show experience in and can support centrally controlled and standalone Anti-Virus software and should know what and how clients should be proactively managed
  • Excellent knowledge of daily security activities such as security updates, password management, MFA and how to react and be proactive to general security related issues

Desirable:
An understanding of basic MAC OS and experience in setup and support issues
More jobs from vertex-it-solutions
See all jobs of vertex-it-solutions