Position: 2nd Line Engineer
Location: Oxfordshire - Hybrid
Salary: £30k-35k
Benefits
25+ Days Holiday and rising (plus bank holidays)
Flexible working (WFH incentives)
Bupa Cash Plan
Electric Vehicle Scheme
Cycle Scheme
Discounted Gym Membership
Paid Charity Day
Car Parking
Primary Purpose
The Tier 2 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.
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 Tier 1 engineers
Ensuring all forms of support call are logged in the system and the client is kept updated
Manage incidents and request tickets ensuring established SLAs are met
Providing support to our clients
Help the Tier 2 Manager with continued business improvements
Provide support to the apprentice, and Tier 1 engineers
Manage/Maintain all escalations from the apprentice, and Tier 1 engineers
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 Tier 2 Manager 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
Maintain and improve cloud infrastructure
Composing Requests for Change
Manage all client on/offboarding's, ensuring all tasks are complete
Maintain all client documentation ensuring it is relevant
Undertake any other reasonable duties as required to meet the needs of the business
Person Specification:
Minimum:
Excellent knowledge in Windows 11 installation and configuration
Excellent knowledge with MacOS installation and configuration
Excellent knowledge with Microsoft 365 administrative suite - Intune/SharePoint/Teams/Exchange/Entra ID etc...
Exposure to Email filter technologies - Mimecast/Barracuda/Sophos Email Gateway
Exposure to Microsoft Server OS and server roles - 2016/2019/2022/2025
Exposure and troubleshooting knowledge with networking related items - firewalls/switches/wireless etc...
2+ years' experience working with medium-large businesses
Excellent knowledge of user & group management (on-premises/Entra)
Excellent knowledge of scripting and RPA automations
Ability to learn on your feet
Strong communication skills
Excellent troubleshooting and problem resolution skills
Excellent customer experience
Positive attitude to work
Strive to continuous improvement
Able to work independently under pressure
Minimum of 3 years' IT experience in a corporate or services environment
Driving license and own transport
Ability to obtain DBS certificate
Desirable:
Sophos Central/XG Firewall Certifications (Engineer or Architect)
Microsoft MS-102, MD-102, MS-700, AZ-900 Certifications
Apple Certified Support Certifications
Comptia A+
Wireless management - Ubiquiti, Meraki, etc...
Group policy/Intune policy management - deployment or management
INDIT
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