Role: 2nd Line Engineer
Location: Abingdon
Salary: £30,000 - £36,000k
Full Time on a 4-week shift pattern rotation
Week A - Early's - 08:00 - 16:30 - Office based - customer location
Week B - Early's - 08:00 - 16:30 - Office based - customer location
Week C - Days - 08:45 - 17:15 - Office based - customer location
Week D - Late - 14:30 - 23:00 - WFH - with support
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Primary Purpose
The Desktop team are tasked with supporting, investigating, and resolving our MSP client's IT related systems and making sure all issues are dealt with in a timely fashion. The role will involve the following;
Providing support to our clients
Help the Helpdesk Management Team with continued business improvements
Provide support to the apprentice, and 1st Line, engineers
Manage/Maintain all escalations from the apprentice, and 1st line, engineers
Work alongside 3rd line engineers to escalate more problematic tickets
Communicate daily to clients with open tickets
Managing the client's expectations with ongoing tickets
Ensure all client related problems are logged correctly
Inform the Desktop Team Lead of any tickets requiring escalations
Working with client's 3rd party suppliers and vendors when appropriate
Adhere to all company policies and procedures
Ensuring that all role related KPI's are met
Logging, managing, and resolving client IT issues
Undertake any other reasonable duties as required to meet the needs of the business.
Key Responsibilities
Being the first point of contact for all incoming support calls, emails, and sessions - when necessary
Being an escalation point for all escalations coming from apprentice, and 1st line, engineers.
Ensuring all forms of support call are logged in the system and the client is kept updated.
Manage incident and request tickets ensuring established SLAs are met.
Person Specification
Minimum:
Proven experience with: Active Directory
Microsoft 365 Admin Centre
Intune Admin Centre
Sophos Endpoint
Good working knowledge of: Azure Admin Centre, Entra Admin Centre, Exchange Admin Centre
2FA, VPN, DHCP, Mimecast, Barracuda, PowerShell
Conditional Access, Unifi Wi-Fi, Sophos Firewall
Apple Business Manager, Azure Autopilot
Strong knowledge of Windows 11 installation and configuration
Good understanding of MacOS setup and configuration
Experience with Google Suite administration
Exposure to email management across Azure, Office 365, SharePoint etc.
At least 2 years' experience supporting medium-large businesses
Full UK driving licence and access to own transport
Desirable:
Exposure to Microsoft Server OS - 2008/2012/2016
Comptia A+
Comptia N+
Wireless management - Ubiquiti, Meraki, Netgear, etc
Mimecast, Barracuda, Sophos Email Gateway
Group policy management - deployment or managementINDIT
Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Planet Recruitment. Our Candidate Privacy Information Statement explains how we will use your information.
Only candidates with the relevant skills and experience will be contacted after application, if you do not hear back from us within 7 days you have unfortunately been unsuccessful in your application.
Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the position