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    Senior Support Engineer - Croydon, United Kingdom - Lumanai Recruitment LTD

    Lumanai Recruitment LTD
    Lumanai Recruitment LTD Croydon, United Kingdom

    1 week ago

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    Description

    Senior Support Engineer 2nd / 3rd Line - South London - Onsite - £40,000 - £43,000 - bonus, share scheme, Windows, Mac Desktop, Server technologies, MS Office/Office 365, CompTIA A+ and CompTIA N+ (or equivalent) qualification

    My client is a leading managed IT service provider supporting the needs of small and companies across multiple sectors

    They are seeking a 2nd / 3rd Line Onsite Engineer to join their team, based at one of their high-profile clients in South London. You'll need to have experience as a 2nd line support engineer of at least 12 months.

    The 2nd / 3rd Line Support Engineer will be responsible for:

    • You should be able to communicate effectively at a technical and non-technical level
    • Troubleshoot a variety of issues, either by applying knowledge you have gained or researching fixes.
    • Use Autotask to log, monitor and pick up tickets. Manage ticket queues to ensure SLA's are met.
    • Proactively check monitoring alerts, diagnose faults, and raise awareness of issues with the customer.
    • Supporting servers, desktops, laptops, applications, mobile phones.
    • Communicate effectively at a technical and non-technical level to customers and colleagues.
    • Assist 1st line engineers with customer issues as their initial escalation path.
    • Work on projects as defined by the Customer Team Leader

    Skills and experience:

    • CompTIA A+ and CompTIA N+ (or equivalent) qualification.
    • experience in an IT support environment, expertise in Windows & Mac Desktop and Server technologies and MS Office/Office 365.
    • Communication. Ability to clearly communicate by keeping customers up to date by ensuring a resolution is relayed back to the client or an engineer.
    • Organisation: Ability to create processes and procedures that others can follow, documenting these in the knowledge base in Autotask. You should be able to break complex work into step-by-step procedures. You will also need to be able to follow procedures written by others and critique these. You will need to be able to plan your diary and schedule tasks using Outlook / Teams / Autotask.
    • Customer service: You will identify and inform the customer of potential services available from Computer Care and its partners and provide quotes were applicable.
    • Networking: Knowledge of configuring firewalls, routers, and switches.
    • You must live and reside in the UK, ideally in the South London region.
    • Full UK drivers' licence with access to a car.
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