2nd Line Infrastructure Engineer
We have a fantastic opportunity for an experienced and professional 2nd Line Infrastructure Engineer with strong experience in a Virtualisation environment, Azure cloud, Windows, Exchange, 365 and Server skills to be responsible for providing technical IT support to both internal and external customers.
Experience Required
* Experience of MSP Environments
* Cloud Experience (Azure / AWS)
* Monitoring Tools (NOC)
* Knowledge of Virtualisation Environments
* Knowledge of Storage Platforms
* Networking skills
* Firewall skills
* ITIL Experience
* Microsoft Server and Desktop OS
* Installation of Windows OS
* Microsoft Exchange & O365
* Proven Customer service skills
Main duties
* Handle escalations from 1st Line Support according to the company's escalations process
* Handle the end-to-end process of major incidents including all communication with internal/external customers
* Ensure SLA's are met and maintained for all customers
* Ensure aged tickets are adhered to company standards
* Be a role model/mentor for all 1st Line Engineers
* Provide essential training for new starters and 1st Line Engineers
* Ensure all manuals and processes are relevant and up to date according to company standards
* Actively contribute towards the creation and the maintenance of knowledge based articles
* Continual learning and development of key skills and competencies for your position
* To aid 1st Line Engineers with phone support to external customers in order to achieve first time fixes
* Provide internal technical support for systems including server, desktop and networking infrastructure
* Liaise with and build strong working relationships with stakeholders
* To record all calls to ensure accurate information about the client's systems is maintained and available to other support personnel and account managers.
* Comply with all necessary working practices relating to the customer site
* Be able to manage demanding users on customer sites who have high expectations.
* Be able to communicate technical issues and concepts to a non-technical audience.
* There may be a requirement to provide cover to other customer sites when absence by other engineers dictates.
* Complete PC Builds, Installation of Operating Systems and peripherals for internal and external customers when required