2nd Line Engineer

2nd Line Engineer – Birmingham (hybrid working)

Working with a well-known and public-facing organisation of circa 2000 IT end-users and multiple sites across the country, you’ll be part of a small team supporting end-users and resolving technical issues spanning all end-user-computing, infrastructure, business systems, telephony etc across multiple sites.

You will be working within a small and friendly IT team of very capable people dealing with tickets escalated from 1st line, with the support of a 3rd line Infrastructure team as an escalation point.

Core responsibilities:
• Provide technical IT support – both remotely and physically
• Support projects as required, such as a current laptop build and deployment project
• Ensuring that issues are being resolved in accordance to SLA’s and service excellence is upheld
• Collaborate with 3rd parties when required, ensuring all problems are dealt with swiftly
• Receive and manage calls from internal staff via telephone, email and web portal when required
• Take ownership of user problems, follow up the status of problems on behalf of the user and communicate progress in a timely manner and escalate when necessary

Skills required:
• Previous experience working in a 2nd line role or higher
• Experience supporting Microsoft Windows Server based Infrastructure
• Experience with Windows 10, Office 365, Active Directory
• Basic networking knowledge (DHCP, DNS, TCP/IP)
• Printer management and support
• Setup and administration of endpoints (laptops, desktops, mobile phones, tablets)
• Mobile Device Management (MDM) tools
• ITIL (knowledge of Incident Management, Change Management etc)
• Citrix experience desirable, but not essential (basic level – shutting down sessions, assigning users etc)
• Possess a positive can-do attitude and be able to communicate with users of all different technical levels

Up to £36,000 PA for the right person plus some excellent benefits (flexible working, industry leading pension scheme etc.).