2nd Line Support Engineer
The main responsibility is for providing 2nd line technical support within the Microsoft operating system & application arena along with essential general system administration tasks.
The role is based on resolving technical support tickets as part of a team on a busy Service Desk and includes being part of an out of hours on-call rota.
The role is focused upon day to day delivery of technical support which needs to be completed in an effective, timely manner with attention to detail and accuracy. The nature our business requires a high level of technical knowledge, flexibility, common sense and initiative. While the specific content of your role is clearly defined, this may evolve over time and needs a proactive and hands on approach to duties.
Candidates to be competent and confident working in the following areas:
* Microsoft Desktop, 3-4 years’ experience
* Administering & supporting Microsoft Windows Server 2008/2012/2016, 3-4 years’ experience
* Administering & supporting Office365, 3-4 years’ experience
* Administering & supporting Microsoft Exchange 2007/2010/2016, 3-4 years’ experience
* Networking Experience (routers, switches & firewalls) 3-4 years’ experience
* Network Administration & Data Backup Technologies, 3-4 years’ experience
* General Networking Support & DNS 3-4 years’ experience
* IT Service Desk Environment, 3-4 years’ experience
* Superior Customer Service Skills, 3-4 years’ experience
Along with the above, the candidate needs to demonstrate exceptional communication skills, instilling confidence in others with regards to their knowledge, competency and ability to deliver.
Virtualisation – preferably VMWare ESXi, but a good knowledge of HyperV will stand candidates in good stead. Experience of administering VMWare ESXi would be ideal. VMWare Workstation and other virtualisation platforms are not acceptable.
Windows Server domains – candidates should have a strong understanding of how a Windows domain works and how all the services are integrated. They should have a good knowledge of Active Directory and GPOs. Merely creating users is not considered sufficient experience for this role.
Microsoft Exchange / O365 – candidates need to have a basic understanding of how Exchange works, datastores, mail flow and trouble shooting. Merely experience of creating or administering users is not sufficient for this role. For Office 365 the candidate needs at least hands on experience of user and licence administration, any further advanced experience would be advantageous, such as O365 migrations.
Networking – candidates should understand subnetting and the principles of routing. They should understand the use and configuration of DHCP and DNS. Experience of SOHO routers such as Drayteks is mandatory, with technologies such as port forwarding, and WAN configuration taken as granted. Candidates should understand the use of VLANs and their purpose. Candidates should be able to configure wireless networks, any exposure to Meraki technologies is advantageous.
Ideally the candidates should have exposure to backup technologies such as Veeam and Backup Exec, as well as general application experience. Understanding of services such as MimeCast & OpenDNS is desired.
£23,000 – £25,000, depending on experience