Position
2nd Line Engineer
Location
Abingdon
Salary
£35-£40K
Overview
Our client is a fast‑growing ICT Services & Solutions provider for businesses and schools across the South of England. This is the ideal role for an individual with live experience in providing IT support and project delivery within an MSP environment or as a member of an internal IT support team looking for their next step. You should be passionate about providing exemplary customer service.
Responsibilities
* Manage all incidents and customer requests from receipt to resolution and closure.
* Provide level 2 server, network and desktop technical support, diagnosing customer issues and providing a high level of first time fix.
* Support the implementation of cloud solutions.
* Incident and problem management – taking over from 1st line engineers where escalation is required.
* Provide exceptional service support to internal and external customers.
* Ensure service level agreement standards are met.
* Promptly complete any admin paperwork and documentation.
* Keep accurate records of all site information using IT Service Management tools.
* Promote best practices and adhere to the change control process.
Qualifications
* Experience in a service delivery environment.
* Working knowledge and practical experience of cloud migration, MS Endpoint Manager, Azure AD, Sharepoint and Google Workspace.
* Proven experience of delivering to SLAs.
* Proven experience in excellent customer service.
* Demonstrated understanding of technical troubleshooting and fault finding.
* Full UK driving licence and own a vehicle for this position. Employment will be subject to a satisfactory Enhanced DBS check.
Benefits
* Friendly team.
* Personalised training platform.
* Skills assessment and personalised progression plans.
* Microsoft Gold Partner and Google Partner.
* Microsoft and Google training courses, accreditations and exams.
* One‑to‑One training.
* Company healthcare available.
* Purchase discounts.
* Social & team building activities.
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.
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