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2nd Line Support Engineer

Skelmersdale, UK

Permanent

Full-time

Job ID:

32229

Published date:

14-11-2024

Summary

Job Description

Job Title: Support Engineer (2nd Line)

Location/Based: Skelmersdale (With some travel)

Reports To: Desktop Support Team Leader

Staff Responsibility: N/A

General Overview of the position: 2nd Line Support Engineer office based with some travel requirements for on-site trouble shooting or installation work. Responding to 2nd line support requests for break/fix working with core technologies, such as:

Windows Server 2012, 2016, 2019, 2022, SAN Storage, virtualisation, VMWare, Hyper-V, Remote access solutions, Wireless Networks, Switching, Office 365, Advanced Active Directory, Azure, HP Aruba, Sophos Central, LAN, WAN, TCP/IP, DHCP, DNS, Hyper-V, VMware, Cloud Technologies, VEEAM back-up solutions. VOIP and associated technologies.

Main duties and responsibilities:

Day to day operational duties:

• Troubleshooting hardware infrastructure & network problems, diagnose and resolve.

• Provide solution(s)/work around(s) to incidents and Problems

• Install, maintain, and support new Infrastructure.

• Work to SLA thresholds for incident(s), request(s) and problem(s)

• Effective prioritisation and management of multiple open cases to successful conclusion.

• Maintains, monitors, and supports the infrastructure environment at level 2

• Acts as the technical liaison between customers, operational teams and engineers.

• Performs routine maintenance tasks for infrastructure systems such as backups, server patch management.

Communication & Cross Skilling

• Ability to work in a fast-moving environment, multi-task and adapt to changes quickly

• Establish excellent relationships with internal & External customers.

• Be a first-class communicator, innovative and collaborative, people person.

• Assist in the cross-skilling of the Service Desk, sharing knowledge and encouraging others to do the same.

• Document system and Infrastructure changes, ensuring that all documentation is kept up-to date.

• Keep up to date with advancements in technology.

• Accurately document instances of hardware failure, repair, installation, and removal.

• Works with Desktop Support Team Leader on requirements and provides recommendations for improvements.

Hardware, Server, and Networks

• Maintain up-to-date knowledge of hardware and equipment.

• Ensure appropriate standards and procedures are adhered to during the development process to support quality.

• Maintain security infrastructure including antivirus

• Administer Active Directory including Group Policies • Administer and monitor Virtual server infrastructure • Build new servers, including virtual. • Network trouble shooting, replication, TCP/IP and general WAN/ LAN trouble shooting.

• Restore Back-ups and retrieve data.

Other Duties Other such reasonable duties within the general scope of the job title.

Key Contacts Desktop Support Team Leader, Service Desk Manager, Wider IT Teams, Virtues Customers

Person Specification

Job Title Support Engineer (2nd Line)

Date Created July 2024

Essential Desirable

Education/Qualifications: • GCSE Maths and English pass or equivalent • GCSE in ICT or equivalent

• IT Level 3 or 4 Apprenticeship pass

• Degree qualified in an IT professional

qualification.

• ITIL v3/4

Experience: • Minimum 2 years relevant experience

Skills/Knowledge: • Windows Servers 2012 and above.

• LAN, WAN, TCP/IP, DHCP, DNS

• 2nd Line support, excellent trouble shooting

skills, continuity of operation, end-to-end

computing infrastructure.

• Virtualisation, VMware, Hyper-V

• Storage & SAN Technologies

• Veeam backup and replication

• Azure/Entra including Microsoft 365

• Cloud Technologies

• Veeam back-up solutions

Aptitudes/Attributes • Excellent written and verbal communication

• Be innovative, highly organised and collaborative

• Have an eye for detail and accuracy

• Able to manage time

• Able to manage the demands of numerous tasks

• Able to work on own initiative and within a team environment

• Self-motivated and able to motivate others

• Diplomatic when faced with issues

Other Job Requirements: • Willing to undertake further training to fulfil the requirements of the role

• Willing to work additional hours to meet the demands of the role

• Full Driving Licence with Business Car Insurance (or equivalent)

• Satisfactory Enhanced DBS Check with Barring

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3rd Line Support Engineer

Skelmersdale, UK

Permanent

Full-time

Job ID:

32223

Published date:

25-08-2024

Summary

Job Description
Job Title:	Support Engineer (3rd Line)
Location/Based:	Head Office (Skelmersdale) with some travel
Reports To:	Head of Technical Services
Staff Responsibility:
General Overview of the position:	As a Support Engineer (3rd Line) you will be responsible for resolving complex technical issues, providing advanced support to our 1st and 2nd Line engineers, and ensuring the stability and efficiency of our IT systems. This is a critical position that requires deep technical expertise, problem-solving abilities, and the capacity to manage multiple high-priority tasks simultaneously.
Main duties and responsibilities:	Advanced Troubleshooting & Resolution: Diagnose and resolve escalated technical issues, including hardware, software, and network problems, ensuring minimal disruption to business operations. System Monitoring & Maintenance: Monitor system performance, conduct regular maintenance, and apply necessary patches and updates to ensure the reliability and security of the IT infrastructure. Incident & Problem Management: Take ownership of complex incidents, perform root cause analysis, and implement long-term solutions to prevent recurrence. Project Support: Collaborate with project teams to provide technical expertise in the planning, deployment, and support of new systems and technologies. Documentation & Knowledge Sharing: Create and maintain detailed documentation of issue resolutions, procedures, and system configurations. Mentor and train 1st and 2nd Line support staff, helping to enhance their technical skills. Customer & Stakeholder Interaction: Provide high-level support and technical guidance to internal teams, customers, and stakeholders, ensuring a high standard of service delivery. Continuous Improvement: Identify opportunities for improving IT services, infrastructure, and processes, and contribute to the implementation of these improvements. Liaise with external vendors and partners for support, ensuring timely resolution of issues and effective collaboration on technical projects.
Other Duties	Take part in activities that help build long lasting relationships with our customers.
Key Contacts	Technical Services, Supply Chain, Projects, Sales and Senior Leaders

Person Specification
Job Title	Support Engineer (3rd Line)
Date Created	14/08/2024
	Essential	Desirable
Education/Qualifications:	Maths and English O Level/GCSE or equivalent	Degree in IT or relevant field ITIL (Information Technology Infrastructure Library) Certification: Demonstrates knowledge of IT service management best practices. ITIL 4 Certificate
Experience:	Minimum 3-5 years relevant experience
Skills/Knowledge:	Proven experience in managing and resolving complex technical issues across a variety of platforms and environments. MS Office skills Understanding of IT infrastructure, networking. Virtualisation, VMWare, Hyper-V Storage & SAN Technologies Windows Servers 2012 and above Advanced Active Directory Azure including Microsoft365 LAN, WAN, TCP/IP, DHCP, DNS Cloud Technologies VEEAM back-up solutions
Aptitudes/Attributes	Be an innovative, highly organised and collaborative Have an eye for detail and accuracy Ability to analyse complex issues and develop effective solutions quickly. Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users. Works well in a team environment, contributing to the collective knowledge and supporting team members. Dedicated to providing a high level of service to internal and external customers. Ability to prioritise tasks, manage multiple projects, and meet deadlines in a fast-paced environment. Self-motivated and able to motivate others Diplomatic when faced with issues
Other Job Requirements:	Willing to undertake further training to fulfil the requirements of the role Willing to work additional hours to meet the demands of the role Full Driving Licence with Business Car Insurance: Yes DBS Check: Yes

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