2nd Line Support Engineer - Full Time - permanent
Job description
Important : please DONOT APPLY if you don't have the below requirements:
Need to hold full UK driving license and have own transport .
Need to be able to reliably commute or relocate to Aldershot, GU11 1TW for this job?
Need to be able to work in the UK without restriction (we don't provide sponsorship).
Job Description
As a 2nd Line Technical Support Engineer, you will be responsible for providing remote support and onsite support to customer’s IT and Telecom Networks, this includes Hosted (O365, SharePoint, Azure, Avaya VOIP and Gamma VOIP )
Responsibilities
Provide remote support to customers’ IT and Telecom Networks.
Handle support telephone calls and emails directly from customers.
Work towards a target of first-time fix for all issues.
Escalate unresolved issues to the 3rd Line team in a timely manner.
Use Remote Monitoring & Management (RMM) systems to identify and address potential issues.
Record all work within the ticketing system and follow documented processes and procedures.
Provide remote end-user training where required.
Manage your own workload effectively.
Maintain internal controls and procedures, providing recommendations for improvements where applicable.
Qualifications
Microsoft 365 Certification.
Ideally, a minimum of 1-2 years’ experience in IT & Telecoms support.
Basic understanding of Microsoft Office 365, Active Directory, and Windows Domains.
Basic knowledge of TCP/IP Networks, routers, firewalls, and switches.
Basic understanding of virtualisation (VMware / Hyper-V) and Cloud Technologies (Preferably Azure).
Self-motivated and enthusiastic with strong communication skills (written & verbal).
Ability to organise and prioritise work effectively.
Strong technical problem-solving skills.
UK Driving License is essential.