2nd Line Support Engineer

The Company

Our client exists to supply Connectivity as a Service (CaaS) solutions to businesses in the UK. They provide IT, Connectivity, Telephony & Mobile all inter-connected from one supplier, with one helpdesk and one monthly bill. The business is a Microsoft Gold partner with a compelling proposition, growing fast and the team needs to grow to ensure we provide five-star service to our new and existing clients.

The Role & Opportunity

The cutting edge of their business and one of the most frequent touchpoints with their client users. Diagnose tech issues and situations with a high level of awareness of all impacts and provide the most appropriate resolution. Assist in the efficient deployment of new clients and upgrade projects for existing clients. Join an ambitious, growing business with the potential to expand your knowledge and further your tech career. Financial incentive policy in place linked to skills, certifications and behaviour.

The Candidate

The ideal candidate for this position will have at least 3 years’ experience within the IT support sector and be able to demonstrate a high level of competence in Active Directory, workstation and server set-up and support. They should also be comfortable with internet router configuration, soft PBX admin and mobile device management tools. Ideally, they will be open to further formal learning to gain certifications across our product range and benefit from the associated incentives.

Main Duties

* Inbound support request diagnosis and resolution:

*

* IT – all issues affecting workstations, servers, networks, data storage etc. o Connectivity – network and router optimisation

o Telephony – soft PBX configuration and maintenance

o Mobile – wholesale portal admin; mobile device management config / admin.

* Monitor RMM dashboard status / alerts and applying corrective action as required

* Specialist diagnosis and resolution of escalated and complex issues

* Fix hardware faults and install upgrades to client hardware

* Identify trends adversely affecting service quality and mitigate as appropriate

Qualifications

* IT Support minimum 3 years’ experience - essential

* Team-player with a professional, friendly, can-do attitude – essential

Location: Towcester, Northamptonshire

Full-time, Permanent

37.5 hours per week between 8am – 6pm Mon to Fri. Sat on-call rota

£27k - £32k OTE dependant on experience plus incentives program