2nd Line Service Desk Analyst
Location: Wolverhampton
Salary: £32,000
My client is a well-established MSP based in Wolverhampton, delivering comprehensive IT support and solutions to a wide range of clients across various industries. Their commitment to excellent customer service and cutting-edge technology has earned them a reputation as a trusted IT partner. They are looking for a 2nd Line IT Engineer to join their growing technical team and provide high-level support to our clients.
Key Responsibilities:
1. Provide 2nd line technical support to clients, diagnosing and resolving complex IT issues relating to hardware, software, and networks.
2. Act as an escalation point for the 1st line support team, ensuring prompt and effective resolution of tickets.
3. Troubleshoot and manage issues with desktops, laptops, servers, and network infrastructure (routers, switches, firewalls).
4. Administer and support Windows Server environments, Active Directory, Office 365, and Exchange.
5. Manage and support virtualisation technologies such as VMware or Hyper-V.
6. Deploy and configure new systems, including hardware, software, and network devices.
7. Ensure timely communication with clients, keeping them informed about the status of their requests and resolving issues within agreed SLAs.
8. Assist in the planning and implementation of IT projects, including migrations, upgrades, and installations.
Skills & Experience:
1. Proven experience in a 2nd line support or similar IT engineering role, ideally within an MSP environment.
2. Strong knowledge of Microsoft technologies, including Windows Server, Active Directory, Office 365, and Exchange.
3. Experience with networking fundamentals (DNS, DHCP, TCP/IP), firewalls, and VPN configurations.
4. Proficiency in troubleshooting and maintaining hardware, software, and network infrastructure.
5. Strong problem-solving skills and the ability to work independently or as part of a team.
6. Excellent communication and interpersonal skills, with the ability to explain technical issues clearly to clients.
Benefits:
1. Competitive salary based on experience.
2. Continuous professional development opportunities, including certifications and training.
3. A supportive and collaborative team environment with a focus on career progression.
4. Flexible working options and opportunities to work with a diverse range of technologies and clients.
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