2nd Line Support Engineer - Calverley, United Kingdom - SearchDATA

SearchDATA
SearchDATA
Verified Company
Calverley, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

2nd Line Support Engineer - £25-£35K


SearchDATA are currently partnered with a specialist in IT Support and managed IT Services, who have 90 retained customers serving users with a 100% client retention.

They pride themselves on their teamwork and the opportunity to learn and developyour knowledge with a lot of different tech.

They provide their clients with fast, effective, and secure remote desktop and server support.

They are specialists in Cyber Security, Cyber Essentials, Disaster Recovery, GDPR, and Data backups.

Our client are a customer focused business who retain their clients based on their support, as they do everything in their power to deliver the very bestin service and technical excellence.

They are trying to take away the pain of day-to-day IT which then allows their clients to focus on more important aspects of their roles.

They also assist their clients to scale up their systems and policies to match.


What are they offering?

  • Salary between £25,000 £35,000 (D.O.E)
  • Support with personal learning & development plans including regular 121s
  • The chance to use some of the most uptodate tech currently in the IT space
  • 25 days holiday as well as your birthday off
  • Life insurance (Death in Service Scheme)
  • Free parking (onsite)
  • New employee introduction bonus
  • Regular social events to continue the brilliant office culture

What are your responsibilities?

Primary Function:

  • Achieve 100% KPI
  • Respond to all new assigned tickets within 30 minutes
  • Provide response to all open tickets every 24 hours
  • Provide responsive support to all customer enquiries and incidents
  • Take ownership of incidents and ensure customer comms is clear and consistent through the ticket lifecycle
  • Manage your own ticket queue, providing a positive support experience for customers
  • Carry out daily checks to backups and client infrastructure alerts

Secondary Function:

  • To produce and maintain full client documentation, ensuring all changes and amendments are accurately recorded
  • Provide onsite support to customers when necessary

What skills are required for this role?

  • Windows Server 2012, 2016, 201
  • Active Directory & Group Policy
  • Hyper-V
  • Networking
  • Cloud Hosting Technologies (Azure/AWS)
  • Office 365/SharePoint
  • Migrations
  • Automation & Integration
  • Day to Day Management
  • Antivirus
  • Backups & Disaster Recovery.
  • MSP360
  • Knowledge of VOIP
  • Hands on knowledge of the procedures used in the installation, modification, maintenance and repair of IT hardware and software
  • Produce and maintain detailed documentation of customer networks
  • Broad knowledge & experience of "day to day" IT Support Issues and the aptitude to use past experiences to support Service Desk with any range of issues.
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