2nd/ 3rd Line Support Engineer – £28k – £35k – Milton Keynes
Focus IT have the pleasure of working with this WELL established IT Support Company. They are seeking a 2nd/ 3rd Line Support Engineer to complement their existing team. This role will be both in-house and remote work. Typically 10-500 users.
Duties and Responsibilities
To provide 2nd and 3rd line technical support both remotely and at our client’s sites; answering support queries via phone, email, Ticketing system.
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
Overall responsibility for the progression and effective resolution of all support cases received in accordance with customer SLA requirements.
To take ownership of user problems and be proactive when dealing with user issues. Respond to enquiries from clients and help them resolve hardware or software problems. Maintain a log of any software or hardware problems detected.
Support users in the use of Computer equipment by providing necessary training and advice. To allocate more complex calls to the relevant IT Support member.
To arrange for external technical support where problems cannot be resolved in-house. Ownership and management of personal workload and ticket queue.
On-Site support at client’s site when issues cannot be resolved remotely.
The ideal candidate will have previous experience in IT Managed Services or IT outsourcing as desirable and the 2nd / 3rd Line Support Engineer will need to have good experiences with Windows Server, Microsoft Exchange, Office 365, Azure, Citrix, VMware. Knowledge or experience of the following technologies will also be an advantage. N-Able. Kaseya, Labtech, Sonicwall, Fortinet, Avaya, Draytek, and Cisco.
This is a Senior Support Engineer role and can also be known as a 2nd/ 3rd Line Support Engineer, Network Engineer, Infrastructure Support and Service Desk Engineer.
This role is based in Milton Keynes, Buckinghamshire and is also commutable from Bedfordshire and Northamptonshire.
This is an excellent opportunity to join this dynamic organisation. Please send CV’s to Amit@focus-it-uk.com or alternatively call Amit Gohil on 08448759375 for more information.