Infrastructure Service Desk Engineer (2nd Line)
We are always on the lookout for talented individuals to join our expanding team. Our team are constantly striving to make a difference, in delivering transformational IT services to UK businesses. If you thrive in a fast-paced environment, where you can make a real difference, then we are sure you are going to love it here. Our head office based in Trafford Park, we pride ourselves in having an energetic, and fresh office culture. With BYBO (Book You Birthday Off), competitive annual leave and regular team nights out, among other benefits. We will not only invest in your development, but also provide a great, supportive environment for you to grow, develop, and fulfil your potential. We have a lot of talented and very skilled engineers in our Technical Support Team who are enthusiastic about sharing their knowledge and growing the Team.
Reporting to the Support Lead, you will assist in providing second line technical support to our Managed Service customers. The successful candidate will be an experienced and accomplished 2nd Line Engineer, with excellent analysis and problem-solving skills.
You are tenacious with the ability to take ownership of tickets from the initial call through to resolution. You are always personable with the ability to deliver outstanding service to our customers . This is an ideal opportunity for someone looking to progress their career IT who genuinely loves what they do.
-Provide 2nd line Infrastructure support
-Technical escalation for support cases
-Investigating problems and providing root cause analysis
-Working to deadlines and multiple SLAs across a number of incidents
-On-boarding new customers on to the monitoring platform
-Ability to research ideas and concepts in order to source suitable technical solutions or resolve problems
-Keep abreast of developments in IT in order to enhance existing services and future developments
-‘Hands on’ problem solving approach; solving problems within strict SLA timeframes
-Provide on-site support for customers as and when required
-Self-motivated with excellent time management skills
-Excellent written and verbal communication skills with the ability to communicate at all levels.
-Strong 2nd line infrastructure support experience
-Ability to confidently detail and articulate updates and outcomes
-Hardware/software, troubleshooting i.e. Cisco/Dell
-Strong knowledge of Windows 10
-Strong knowledge of Server 2016 and 2019
-BackupExec / Veeam
-Knowledge of Virtualisation Technologies including VMware, Hyper-V, XenServer
-Understanding of Storage Solutions
-Basic Networking understanding i.e. switches, firewalls etc.
Other qualities specific to this role include having a basic working knowledge of all areas and an in-depth knowledge of at least 50% of the following:
-Working knowledge of monitoring protocols such as SNMP and NetFlow
-Administration of LogicMonitor / Other Monitoring Tools
-Microsoft Exchange Server knowledge
-Knowledge of ITIL standards
-Networking (LAN, WAN, SAN, VPN)
-Experience configuring and supporting a monitoring solution for network and infrastructure devices
-Knowledge of cloud environment such as Azure and AWS
-Previous experience working for an MSP
What you can expect from us in return
Holidays: 23 days’ holiday, rising to 28 days with length of service
Top tech: We don’t just keep our services and solutions for our customers. That means best-of-breed software and hardware for all our staff
Private Health care: All staff are eligible for our health care plan, which includes money back for optical and dental treatments
BYBO: Nobody should have to work their birthday so all staff get their birthday off, this is in addition to your 23 days annual leave.
To apply please send your CV to Jo.Hutchison@cetus-solutions.com