2Nd Line Systems Support

  • £25-30k
  • Folkestone, Kent
  • 1St Choice Jobs

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

  • Advertiser: Agency
  • Reference: VR/03139J