Career Level Manager
2nd Line Support Engineer needed for my client located in the Holborn area of London, we are currently working in conjunction with a growing and established IT MSP who are now looking to complement their existing team with the appointment of a 2nd Line Support Engineer.
Joining the team you will get exposure to clients across many sectors with wide range of technologies to learn from on prem to cloud.
The successful candidate will join us in a mixed role as office based and client site visits when needed with a view to grow into projects and upgrades.
When in the office, assistance will be needed on the helpdesk to answer calls and create + close support tickets and provide guidance to colleagues with their tickets.
We are looking for a person that has a genuine passion for IT and Tech whom is also enthusiastic & motivated with a customer service focused approach.
Typical responsibilities would include:
" You will work on the service desk for Business as usual operations (service desk) as well as assisting with projects.
" You will split your time between the office, working from client sites and home.
" You will have strong 2nd line skills, with the ambition to progress to 3rd line.
" You will continually contribute to the improvement of technical and operational documentation, policies and procedures. Good processes are a key growth driver and you will help to constantly define and improve processes.
" You will promote learning, development and sharing of knowledge within and outside of the team
" You will always aim to ensure a high quality of work – every ticket, task & project.
Key Skills & Experience
" ITIL certification or understanding of principles is expected.
" Microsoft (Azure / 365 /Windows) certifications.
" Microsoft Azure.
" Microsoft 365 – specifically SharePoint
" Microsoft Windows Servers
" PowerShell Scripting – nice to have
" Active Directory administration
" Ideally you will hold several years of IT Service Desk / NOC / Project experience, ideally in an MSP environment.
" Strong IT troubleshooting skills and enthusiasm to learn and grow your skills
" Windows 10 & 11
" Windows Server exposure with roles such as Active Directory, Remote Desktop, File and Print required. Understanding of RAID concepts
" Office 365 and Exchange Online exposure. Experience with SharePoint, Intune , and Azure Active Directory an advantage
" Experience and exposure to Google G Suite
" Management of Jamf
" Management of ConnectWise
" Strong understanding of Networking troubleshooting and fundamentals of DNS, DHCP, and Wi-Fi.
" Experience with Dell, Draytek and Unifi an advantage
" Fluent English speaker, with an attention to detail and accuracy in both written and spoken English
" Organised, logical and methodical, flexible person with a deadline driven working manner
" Self-motivated and able to work autonomously and within a team
" Great people skills
" Excellent analytical thinker and problem solver
" Ability to multitask and prioritize tasks accordingly
" Must be able to meet deadlines and perform under pressure
" Calm, polite and professional behaviour, reliable and self-motivated.
· Be a team player with great attitude and work ethics to match