2nd Line Engineer

• Providing 1st/2nd Line technical support, answering support queries, via ticketing system, email and telephone.
• Resolve cases remotely (ServiceNow/email/phone) where possible, or directly on customer sites (as and when needed) in line with target resolve times.
• Ensure that 1st/2nd Line cases are managed through to resolution, ensuring customer communication, case updates, Knowledge Base articles and activities are all performed to a high standard.
• Be part of 24/7 rota
• Manage own time effectively and efficiently, ensuring expectations are managed and communicated.

Experience of working in a busy and dynamic Managed Services Environment with the following technologies:

• Windows Server (2012 - 2019)
• Virtualisation (HyperV and VMWare)
• Office 365 Administration
• Exchange Server
• MS Remote Desktop Services and Thin Client Devices
• Good level of TCP/IP networking and wireless networking knowledge
• Antivirus (Sophos or similar)
• Windows 7-10 client support
• Experience dealing with external customers delivering to SLAs.
• Must be flexible, and able to work outside of business hours as needed.

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