IT Support Engineer, 2nd Line London, England
Job description
Company Overview
NVOY Technologies is an IT Managed Service Provider (MSP) delivering scalable IT solutions and support to fast growing companies. Our mission is to deliver the best technology to customers and provide an outstanding customer and employee experience.
We help fast growing companies of around 25-100 employees that are scaling by taking care of the overhead for IT support and operations, whilst enhancing security, infrastructure and processes to allow IT to scale with the growth of the business. NVOY is head quartered in London with the team currently working in the office or from home. Flexible and remote working is a key area where we help customer and very much part of our company culture.
Role Overview
The Second Line Engineer is a role of variation and challenge. There are aspects of 1st Line. 2nd Line and 3rd Line. It is a position of growth in which develops a mature, dependable individual with clear teamworking capabilities and true role model to new starters in the Service Desk team.
The role is a gateway to many career paths, such as, but not limited to; general 3rd line support, skill specialisation, consulting, sales or management.
Primary Role Responsibilities
- Technical ability to resolve issues/requests through the Freshservice portal
- Technical ability to support 1st line engineers
- Technical ability to assist Senior 2nd line engineers and Infrastructure
- Document Handling skills in writing procedures and work instructions
- Assisting in Problem Management Incident Management
Overview of Tasks and Responsibilities:
- Provide any supporting reports to stake holders as and when required;
- Provide 2nd line technical support to all staff in the first instance by phone or email;
- To maintain a high degree of customer service for all support queries and adhere to all service; management principles and SLA;
- To arrange for external technical support where problems cannot be resolved in house;
- Maintain a log of any software or hardware problems detected;
- To take ownership of user problems and be proactive when dealing with user issues;
- Support users in the use of computer equipment as and when needed;
- Maintaining IT SaaS infrastructure and security systems
- Be able to support 1st line engineers when they need to escalate a request or incident;
- Provide training and assistance for the 1st line team to progress their skillsets.
- To allocate more complex service issues to the 3rd line IT Infrastructure Engineers.
- Knowledge in monitoring/maintaining of Endpoint detection and response platforms (EDR) (Example: BitDefender, Carbon Black, Sentinel One, CrowdStrike);
- To act at the customer service point of contact between 3rd line and the client.
- Respond to enquiries from clients and help them resolve any hardware or software problems;
- Experience with onboarding of new systems (SaaS) including maintaining external vendor relationships
- Constantly enrich our organisation׳s IT knowledge-base by writing solution related articles to common technical issues as well as internal IT processes.
Skills & Experience
- Must have worked in a customer-facing IT support role for 2+ years;
- Be familiar with ticket systems, logging and remote management and monitoring processes;
- Deep working knowledge of the Microsoft stack of technology at administrator level, including Windows Server, Exchange, System Centre, Active Directory and Office 365;
- Highly technical around networking (TCP/IP, DNS, DHCP etc.), voice and data communications;
- Light experience in project management;
- ITIL process aware and be able to create and maintain operational support documentation;
In addition, any of the following would be advantageous:
- Previous experience working for an IT managed services provider (MSP) Microsoft
- Google Workspace
- ITIL® 4 Foundation certification
Location & Travel
Hybrid working.
There will also be an expectancy to attend emergency and planned site visits as required by our customers.
Travel costs and expenses outside of normal working requirements will be reimbursed
Job Type: Full-time
Salary: £32,000.00-£34,000.00 per year
Benefits:
- Company events
- Company pension
- Work from home
Schedule:
- Monday to Friday
Supplemental pay types:
- Performance bonus
Ability to commute/relocate:
- London, EC2A 4EB: reliably commute or plan to relocate before starting work (required)
Work Location: In person
