2nd Line Technical Support Engineer - Edinburgh, United Kingdom - Jefferson Frank

Jefferson Frank

Verified Company

Edinburgh, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

2nd Line Technical Support Engineer - Up to £35k
Edinburgh

This role provides technical support and advice to customers for both our customers and our operational workforce.

This includes but is not limited to; monitoring and coordinating the resolution to network issues, network system administration, solving technicalissues and documenting those fixes.

You will also act as an escalation point or 1st line technical staff.

KEY RESPONSIBILITIES

Solving and documenting technical incidents and problems related to company products and services
Acting as a lead within the direct customer support team
Provide support and leadership to all members of the operational workforce
Regularly update senior leadership on current incident and problem workload, owning and escalating faults to resolution
Liaison with internal and external users, ensuring that incidents and problems are fully understood across a variety of stakeholders
Highlight and escalate major outages to ensure key decisions are made swiftly and decisively
Network configuration and support across the estate, backup management, config management, systems administration and related tasks
Provide a point of escalation and leadership for 1st line Technical Support

What experience is critical for this role:

Working knowledge of Microsoft Windows client and server platforms
Knowledge of networking principles including TCP/IP, Ethernet, Routing, Switching, Firewalls and Telephone Switching
Hands on experience in Switching, routing and firewalling in a multivendor environment, including but not exclusive to Cisco and MicroTik
Troubleshooting and solving end user / client issues
Awareness and understanding of health and safety procedures for working in the UK
JNCIA / CCNA Certified or equivalent experience.