2nd Line Systems Support
Folkestone
£25-30k
VR/03139J

Our client is looking for a 2nd-Line Systems Support Engineer to find solutions to technical problems or provide initial analysis for escalation to Engineering and to provide support to the business across a broad range of technologies.

Main Roles & Responsibilities
General

Work with 1st Line Systems Support and helpdesk analysts to prioritise and action tickets through to closure using technical knowledge to provide a second line of expertise for issues with

• Printers, Desktop Computers, Server Computers
• Cloud/Virtualisation, Microsoft 365, Azure, AWS
• Network, switches, firewalls, barcode scanners
• Other technologies adopted by the business
• Assigned projects

Incident Management

Monitor and manage Incidents and Service Requests from the Service Desk

• Manage incidents and service requests in line with approved SLAs
• Manage high priority and critical incidents within service guidelines
• Manage and record company assets as accurately as possible within the service desk
• Maintain a high level of accuracy in describing incidents within associated tickets
• Maintain a strong customer focus and service for both internal and external customers
• Ensure that all critical and non-critical incidents are reported in an appropriate and timely manner
• Provide an escalation point for 1st Line Systems Support
• Manage escalation of service requests to Engineering and Vendors
• Apply an ITIL methodology and approach

Core Competencies
• Teamwork
• Work Standards
• Problem-Solving
• Initiative
• Adaptability

Job Competencies:
• Team Coordination
• Microsoft 365
• Cloud (AWS/Azure)
• Server (Microsoft/Ubuntu)
• Desktop (Windows 10/11)
• Network (Aruba, Watchguard, DNS, DHCP)
• Data Protection (Veeam)
• Service Desk Technologies (Sysaid)
• ITIL 4 (Prioritisation and Impact)

Policy

Create, develop, implement, update and enforce on an ongoing basis

• Data security policies
• Data protection policies
• Change management policies
• Standard Operating Procedures
• Work instructions
• Good practice
• Contribute to changes and developments in policies and procedures
• Give training in IT policies and procedures.

Monitoring

Work pro-actively to ensure any recurring technical issues are addressed and any training or documentation requirements are identified and implemented.

Ensure virtual infrastructure is monitored and highly available.

Self-Development

Continuously research, update and improve knowledge and understanding across the various software and hardware technologies supported by the team. Identify personal training needs and request training where appropriate on a regular basis.

Automation/Virtualisation

Develop infrastructure automation

• Create standard build images for Windows Server and desktop environments
• Create standard build images for Ubuntu Server environments
• Develop deployment infrastructure for standard build images
• Develop automation using scripting and programming knowledge