2nd Line support Engineer

2nd Line Support Engineer

Focus IT have the pleasure of working with this award winning IT Support Company who are currently seeking a 2nd Line Support Analyst to complement their existing support team.

Your role will be to provide 2nd line technical support to some of our key clients. To maintain a high degree of client service ensuring responses are accurate. As an initial point of escalation for our 1st line team, you will be required to take escalations, fully understand the problem and resolve within agreed SLAs. 
Overall responsibly for the progression and effective resolution of all support cases received in accordance with our SLA’s and KPI’s and managing client accounts from a technical perspective. 
Taking ownership of issues and ensuring the clients’ expectations and both set, met and exceeded.

To qualify for this role you must have experience in the following:

Windows Desktop (7,8.1,10), 
• Install, configure and troubleshoot issues. 
• Experience with using and troubleshooting Microsoft Office suites. 
• Good understanding of PC hardware set-up and configuration.

Windows Server (2012 R2, 2016, Hyper V) 
• Install, configure and troubleshoot issues. 
• Good working knowledge of Active Directory, Group Policies, Terminal Services and DHCP 
• Proactive server monitoring and reporting. 
• Backup monitoring and reporting.

Office 365 
• 365 Maintenance, Configuration, Changes (adds/removes/password resets/migrations).

Networking 
• Understanding of networking and troubleshooting. 
• Basic understanding of IP addresses, DNS and what makes up an IT network. 
• Diagnosing internet connection issues. 
• Diagnosing Wi-Fi issues. 

You will be an experienced Helpdesk 1st Line Support Engineer with 2 or more year’s commercial experience. Excellent knowledge of Microsoft Windows Desktop Operating Systems and Office 365 experience.

This is an excellent opportunity to join this dynamic market leader. Please send CV's to Amit Gohil for more information.