Senior 2nd Line Support Engineer

Location – Birmingham (Central) – 4 days office + 1 WFH

Salary - £28,000 to £32,000 p.a. base salary (DOE)

Permanent Vacancy

A fantastic opportunity for an Infrastructure Support Analyst to join a well-established Managed Services Provider in central Birmingham has arisen.

This position has arisen due to internal growth and increased demand for project-related work. The role will offer a mixture of responsibilities across their Cloud, Managed Services and Business Systems support offering.

Responsibilities within the position will include;

o Provision of 2nd line support for incoming IT-related issues through the organisation's ticket, Email and CRM systems.

o Support of Windows Server (Apply online only) (hosted and on-prem), Azure AD, VMware, O365, SAN storage, basic networking plus MSP technologies such as Remote Server Monitoring, Managed Antivirus, Cloud Backup etc.

o Responsible for tracking and progress-chasing of incidents to conclusion and in line with SLAs and quality standards and to the customer's expectations.

o System maintenance and support of infrastructure and systems.

o Provide a point of technical escalation for 1st and 2nd line teams.

o Where required, work with the broader team to deliver remote customer projects.

o Provide an excellent level of customer service to internal and external customers.

Experience required

o A proven background providing 2nd/3rd line support, ideally working for an IT Services business.

o Experience using ticketing/helpdesk systems (FreshService desirable).

o Experience supporting, administering and implementing Microsoft 365, Teams, Azure and SharePoint.

o Strong understanding of Virtualization (Vmware/Hyper-V).

o Experience working with storage and server hardware would be beneficial.

o Basic understanding of Networking (Firewalls, Switches/Routers, backups, hardware).

o Understanding of ITIL framework (certification desirable).

Hours: 37.5 hours per week - Monday to Friday, 8:30am to 5:00pm.

This opportunity is office based 4 days a week initially, with 1 day WFH (possibility of more hybrid/remote upon completion of training)—lots of progression & learning available with this business