2nd Line Support Engineer
Sedcom is an award-winning MSP providing trusted IT solutions to our customers.
Due to expansion, we have an exciting opportunity for an experienced 2nd Line Engineer. This is an ideal position for a proactive engineer to deliver excellent technical resolve. The ideal applicant will be able to demonstrate working as a reliable team member by offering support and mentoring to junior members of the Service Desk Team and resolve more technically challenging issues via escalation. We pride ourselves on our first-class customer service, and the ideal applicant will be able to advise and resolve support queries while ensuring our knowledge base is updated with all relevant details. You will have a passion for IT, an eagerness to embrace new technologies and a desire to continually expand your knowledge and improve your skill set.
Salary: Up to £30,000 PA (depending on experience) Location: Billericay, Essex
General Duties
· Review, implement and resolve technical issues effectively
· Provide remote and on-site support (if required) at a mid-senior technical level
· Assist as required in the training and mentoring of junior engineers
· Ensure all customer and technical environment details accurately recorded and maintained
· Create and maintain KB documents where required
· Always willing and able to provide a high level of technical expertise and customer service
· Adhere to defined KPI’s and meet expected SLA’s - lead by example
Essential Skills
Demonstrable problem solving skills, with a logical train of thought
Ability to clearly document actions being taken within our ticketing system during tasks conducted for our customers.
Excellent knowledge and troubleshooting skills in Microsoft Desktop/Server/Office 365 products
Knowledge of AAD, Email, Intune, OneDrive, and SharePoint
Relevant Active Directory experience, being able to troubleshoot associated technologies (DNS, DHCP, GPO etc).
Knowledge of virtual hypervisors such as ESXi and Hyper-V
Experience of troubleshooting Networks (Firewalls/Switches/Wireless)
Ability to troubleshoot both on-prem and cloud backup platforms
Excellent spoken and written English
Excellent time management and organisational skills
Desirable skills
Experience with Remote Monitoring and Management tools
Previous working experience with an IT MSP
An understanding of ITIL best practice.
Desirable Qualifications
Microsoft Role-based certifications (MS or AZ designations)
Benefits
Career progression
Paid for and salary incentivised training and accreditation
Healthcare
Company Profit share
Gym membership
Job Type: Full-time
Pay: Up to £30,000.00 per year
Benefits:
- Company pension
- Life insurance
- Work from home
Work Location: In person
