Second Line Support Engineer

Location: London



Job Description

Are you looking for your next opportunity to work for an exciting, inspiring and people focused company that are keen to help you grow in your IT career?

We are currently recruiting for an individual who is ready for their next challenge in IT Support. Permanently based at one of our customer sites in central London, you would be welcomed as a team member of our 2nd Line Support function, as one of our Support Engineers! We are looking for someone who will confidently provide incident investigation, root cause analysis, act as a point of escalation, and is keen to troubleshoot and resolve end user problems and system issues. We’d love you to be passionate about technology and display a strong customer service ethos.

Candidates must have some level of Microsoft Certification, preferably desktop and Server Administration tracks;

  • Windows 7 & 10 OS Support, Administration and Configuration
  • iOS Support, Administration and Configuration
  • Windows Server 2008R2 – 2019 Support, Administration and Configuration
  • Server Role Support, Administration and Configuration including Exchange, AD, DNS, DHCP, Certificate Authority & SSL certs, Group Policy, DFS & File Shares, Print Management and general Windows Administrative tools
  • VMWare vSphere – Support, Administration and Configuration
  • Microsoft Office 2016 Support, Administration and Configuration
  • Citrix, Citrix XenApp Support, Administration and Configuration
  • Networking Support, Administration and Configuration
  • Duo Support, Administration and Configuration


Key Responsibilities

  • Monitoring Tech Support Queues and Assisting end users
  • Support of multi-site technical environments including LAN, WAN, Microsoft, VMWare, Exchange 2016, Citrix, AD, Microsoft Office
  • Take ownership of escalated issues and resolving any queries within SLA
  • Provide root cause analysis and resolution of configuration and deployment issues
  • Ensure that 3rd party applications run efficiently across all platforms, provide root cause analysis to any problems
  • Maintain and develop good working relationships with colleagues, other departmental members, and suppliers
  • Any other related duties as required by the business

Essential Skills

  • Confidence to work and communicate across a variety of stakeholders in a professional manner
  • Excellent time management skills and an ability to prioritise and multi-task
  • Strong attention to detail
  • Understanding of working in a Service Desk / ISP environment
  • Experience of Microsoft Office 365
  • Ability to work as part of a team
  • Analytical and customer focused approach
  • Desire to work in a performance driven and customer focused environment