Job description
Reference
425301
Salary
£28,000 - £38,000/annum
Job Location
- United Kingdom - England - East of England - Bedfordshire - Biggleswade
Job Type
Permanent
Posted
14 July 2023
Job Description:
Job Title: 2nd line help-desk engineer ( Required ASAP)
Job Type: Full time , permanent
Salary: 28-38k per annum
Benefits: Annual performance based bonus scheme.
Holidays 31 days inc BHs and company pension scheme. 8% employer contributions and 3% employee
Hours: 37.5 per week
We are an MSP driven by the desire to improve the IT environments of SMEs.
We take great care in choosing our clients and strive to build trusted relationships in order to
make a better IT future for everyone. Our friendly team work hard but we have created a
relaxed, positive atmosphere in which you will enjoy coming to work.
We are seeking a 2nd Line Helpdesk Engineer to bring their expertise of
modern desktop and cloud solutions to our technical support and implementation team. As as
member of the Tech Services Team, you will be responsible for providing 2nd line support to
our customer base and assisting with project delivery. You will be responsible for resolving
technical issues, and for helping our customers to maximise their IT investment through
effective utilization. You will also work with the back-office team and Service Delivery
Manager to help shape and deliver a first-class user experience.
Key responsibilities:
- To be a confident, active member of our Service Team providing effective support to our
clients.
- Take ownership of technical escalation, follow established escalation process for critical or
high priority issues.
- Provide hardware support and installation services, including: PCs, servers, networking,
firewalls and security, WAN/VPN, and back-up and disaster recovery
- Provide software installation and support, including: Windows 10/11, Active Directory,
Windows Server, Office 365 (support, admin, and migration)
- Deliver Microsoft 365 migration, configuration, optimisation, and support, including AAD,
Intune and Autopilot
- Proactive server and network monitoring and reporting
- Backup monitoring and reporting, design and implementation of disaster recovery solutions
- Work with the Sales Team to translate end user and business requirements into technical
solutions
- Deliver key technology projects, implement new customer projects, onboard support clients
- Create and update support documentation, contribute to and improve internal knowledgebase
and asset register
Skills Required:
- A minimum of 3 years proven experience in a technical support / NOC environment,
preferably for an MSP
- Working knowledge of a helpdesk ticketing system and experience of working within
contracted SLAs
- Experience of troubleshooting technical issues including hardware, software, networking, and
connectivity
- Expert knowledge of Microsoft 365, networking, backup, anti-virus, mail filtering
- A good understanding of Microsoft Azure Services including Active directory and Endpoint
management
- Experience of automated application and device deployment, especially Autopilot
- Understanding of Modern Authentication methods including Azure MFA, Single Sign on and
SAML .
- Good working knowledge of data security and protection/Cyber Security knowledge
- Clean driving licence, own car
Desirable skills/knowledge:
- Experience of using ConnectWise /IT Glue /Continuum / BrightGauge
- Knowledge of Fortinet firewalls (configuration and troubleshooting)
- Knowledge of Datto backup and disaster recovery (configuration and troubleshooting)
- Virtualisation/virtual server support (VMWare/Hyper-V)
Qualifications/Certifications
- GCSE English and Maths A*-C/4-9 or level 2 equivalents
- The following technical certifications would be advantageous: Microsoft, Fortinet, Cisco,
CompTIA, ITIL
We also need you to be:
Well-spoken and presentable
- Reliable, honest, and open minded
- Enthusiastic and ready for a challenge
- Able to work under pressure and under your own initiative
- Able to demonstrate excellent oral and written communication skills, with both a technical and
non-technical audience
- Level-headed, calm and clear thinking
Why apply for this position?
We are focussed on our people. For the right person, this is a great opportunity to influence
team operations and define your role in the business. You'll thrive in our supportive and
collaborative culture.
- You will be working in a growing team with the opportunity to influence how it operates
- This role is varied and exciting, and allows for future progression
- The hours are sociable, and we pride ourselves on our friendly team environment
- You will get your birthday off, and we hold regular social events
- Continuing Professional Development is part of our culture. You will be encouraged to
develop and improve your skills through industry certifications and other relevant training.
Contact information
Stephen Hill