L2 engineer Work, Jobs in Totton, Ham (with Salaries)

L2 Engineer
Bell Integration United Kingdom —Portsmouth
- Monday to Friday
- Azure
- Continuous improvement
- Scripting
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L2 Engineer

Bell Integration United Kingdom -
Portsmouth

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Job details

Qualifications

Technical troubleshooting
Desktop support
ITIL Certification
Azure
Operating systems
Incident queue management
Ticket management
Configuration management
Continuous improvement
CompTIA Network+
Scripting
ServiceNow
Customer support
Customer interaction
Communication skills
Microsoft Azure
CompTIA A+
Intune

Full job description

Job title:

L2 Engineer

Reporting to:

Engineering Lead

Responsible for:

Managing and working within a dedicated team you will be responsible for providing 2nd Line Support covering critical hardware and systems for our internal staff along with project work

Based at:

Home and office

Scope:

Utilising industry standard toolsets, you will handle user issues, requests, and automated alerts, bringing them to an appropriate resolution or escalating where necessary, all under an ITIL aligned framework.

Purpose

Providing support during UK business hours (Monday to Friday 09.00 – 17.30)
Experienced engineer to join and existing team of L2 engineers focused on escalations and project work
Expected to contribute to continuous improvement activities, working with the team to identify and improve internal processes to delight our internal staff.
Engage in cross training with other team members and the Service Desk
Ensuring best practice is followed and knowledge shared within and across the support teams

Role

Bell Integration is an IT Services company specialising in Infrastructure technology and services including IT lifecycle management, Managed Services, and Consulting & Project Services.

We provide onsite and remote Managed Services for a variety of customers across Telecoms, Retail, Media and Financial Services. This can range from desktop support to hardware lifecycle management to specialist technical support.

This role will be both fulfilling an End User Support position internally for Bell. Ensuring our employees are operational so that they can support our customers.

ACTIVITIES:

Deal with escalations from the service desk and help the team where needed
Engage in internal projects and be one of the technical team members involved in configuration and set up
Contribute ideas for continual improvement of team and service delivery in general
Understanding of Azure subscriptions and their groups
Managing and configuring Intune policies across macOS, Windows, iOS and Android
Implementing integrations within projects for various applications
Scripting/automation
Proactively drive tickets and workflow and assertively chase any tickets languishing in queues
Monitor SLAs, escalate (and where possible help expedite) any threatened SLA breaches
Provide training to other team members including the Service Desk
Complete tasks and administration as defined by the business
Ensure all entries to the ITSM tool are accurate, concise and timely
Be continually focussed and maintain an ongoing understanding of the interdependencies that Problem, Change and Configuration Management processes have on good Incident Management.
Pursue personal development of own skills and knowledge necessary for the effective performance in the assigned role.
Push the high-performance boundary by demonstration of unrelenting effort to close incidents, for known errors, without the need for functional escalation.
Establish and maintain effective working relationships with customer contacts, colleagues and management taking task guidance from your line manager
Maintain an ongoing awareness of the customer base and the contractual service support and delivery entitlements.
Maintain an ongoing awareness of all standard operating procedure (SOP) content keeping abreast of new releases or updates

COMPETENCIES

Ability to work on your own initiative and learn new skills
Positive and enthusiastic team player
Excellent communication/ customer service skills and experience
Logical approach to problem solving
Attention to detail
Be able to work alone and follow instructions from other team members and from other departments

Person

KEY SKILLS REQUIRED

Essential:

Extensive knowledge of supporting Microsoft 365 and its admin centres
Previous experience of L2 Engineering tasks or relevant experience of 3+ years in IT
Good level understanding of integrations with Entra/Azure
Experience and understanding of Azure Subscriptions and how to manage them
Implementing configuration policies for Windows, iOS, Android and macOS
Experience in working with Enterprise applications and registered apps
Understanding of compliance policies and how they work
Proficient with operating systems, including but not limited to: Windows 11
Technical troubleshooting in cloud and On-Prem environments
Experience working with ticketing systems such as ServiceNow
Knowledge and understanding of working to defined SLAs
Understanding of IT workflows/ITIL practices
Good working knowledge of server infrastructure and networking
Good understanding of Intune and it’s configuration policies
Experience of helping in technical projects

Desirable

ITIL Certification
Azure Fundamentals certification
Comptia A+, N+ and Sec+

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