2nd Line Engineer

Full Time Cheltenham Gloucestershire IT Job Pro UK

As a 2nd Line Engineer, you will provide escalated support both in-house to the 1st Line Team, and also to a wide variety of clients across a range of sectors.

Your responsibilities will be:

To maintain 2nd line support tickets correctly and keep the customer updated with progress every day
Deliver exceptional service to both internal and external customers and stakeholders
Monitor the 2nd line support ticket queue ensuring tickets are actioned within SLA  
Take ownership of the entire support process end to end and be the primary customer liaison for the issue
Build excellent customer relationships and ensure service excellence is delivered at all times
Assist 1st Line Engineers with technical queries to further their knowledge
Work with third party vendors including Microsoft, Citrix and Vmware
Work as part of the 24×7 Priority 1 On-Call Rota
You have got:

Proven relevant experience with the technologies listed below, and ideally with either a Microsoft MCSA, Citrix CCA or Vmware VCP (or higher). 

Vmware ESX/ESXi and vCenter
Active Directory, DHCP, DNS, Group Policy, WDS and WSUS
Windows Server 2012, 2012 R2, 2016 & 2019
Office 365, including Exchange Online, Teams, OneDrive, SharePoint, Intune
Citrix XenDesktop
TCP/IP, VLAN, switching, routing and firewall configuration, VPNs and WAN environments
SAN Technologies
It would also be beneficial to have experience of:

Exchange 2013, 2016
Microsoft Hyper-V and failover clustering
Citrix NetScaler
Two-factor authentication including Vasco, Azure MFA and SMS Passcode
Corporate wireless systems including Meru, Meraki, Aruba
Veeam Backup & Replication
Sophos Anti-Virus
Troubleshooting third party and/or bespoke applications
About you

A passion and enthusiasm for technology
Previous experience within an IT role
Exceptional customer service skills – we pride ourselves on delivering first class service to our internal and external customers and creating ‘raving fans’
Excellent communication skills; both written and verbal
Ability to demonstrate a high level of accuracy and attention to detail

To apply for this job please visit itjobpro.co.uk.