2nd Line Support Engineer – Altrincham - £30k
On behalf of our growing client based in Altrincham, we are recruiting for a customer-centric 2nd Line Support Engineer. As 2nd Line Support Engineer, you will support and maintain IT systems and provide efficient desktop support to their colleagues in line SLAs.
The 2nd Line Support Engineer will be responsible for:
- Act as the first point of contact for end-user support, take ownership of issues and ensure colleagues are kept informed of progress and outcome
- Maintain accurate asset records in the HD system (hardware & mobiles)
- Manage issues and service requests via the IT Helpdesk, capturing sufficient information via the HD to be able to track progress and route cause reporting
- Support, maintain and troubleshoot Windows and Linux servers, including laptop build and deployment
- Escalate IT issues to the Infrastructure Lead, where necessary, ensuring initiative is used to prevent unnecessary escalation
- Produce monthly reports on IT service delivery KPIs
- Investigate, diagnose, and resolve software, hardware, and network issues
- Deploy, maintain, and troubleshoot Windows, macOS, iOS and Android devices
The 2nd Line Support Engineer will have the following:
- Excellent customer service at every opportunity
- Confident and clear communication in person, over the telephone and in writing
- The ability to produce clear and accurate documentation
- Uses initiative to ensure that deadlines and SLAs are met
- Works within the team and assists others, where required, to achieve a common goal
- Good listener who is open to ideas and suggestions from others whilst seeking advice and support
Our client has a company policy of developing the more junior support staff and enrolling them on the Microsoft Certification Process. For example, the IT Director started with them 10 years ago as 1st Line Support and has since been supported through an MS Server Certification, an AWS expert certification and even an MS Azure Architect Expert certification process.
- Excellent training and development plan
- Onsite parking
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2nd Line Support Engineer – Altrincham- £30k