2nd Line Onsite IT Engineer

Due to continued growth, an opportunity has arisen for a 2nd Line Support Engineer to join our team, working onsite both in and around the London area providing unparalleled service excellence to our base of over 400 clients and 13,000 end users across the UK.
The ideal candidate will have recent experience in role providing quality second line technical support on incidents and escalated problems on over 350 client IT networks incorporating Microsoft, Dell, Cisco, Symantec, Cloud and Citrix technologies mainly remotely, and be comfortable with liaising with clients mainly via email and over the phone and happy to attend client site when required.
Reporting to the Team Leader, the key deliverables of our Second Line Engineers can be summarised as follows:
* Delivery of high quality remote support on a range of technical incidents and problems across the IT Lab client base
* Responding appropriately to, and effectively resolving, customer incidents, queries or complaints.
* Respond to, handle incidents and escalate problems on the variety of platforms and supported networks from logon to the resolution
* Perform administrative tasks user and server related
* Involvement and presence in core Virtual Teams
* Help support, train and mentor other team members
* You will have a ‘hands on’ problem solving approach; solving problems within strict SLA timeframes
* Take ownership of incidents assigned to you and manage them through to resolution.
* Ensuring SLA’s are met; time to respond, time to resolve and first-time-fix.
* Application troubleshooting
Location and environment
This role will predominantly based on client site; However, you will work amongst a Support Team split across client sites, London, Cape Town and Manchester offices. Our culture is non-hierarchical and one which stems from a work hard but have fun environment. We like to laugh, we like to do things together and among all the challenges of based in and growing a fast-paced business, we endorse people being themselves, allowing them to focus on outcomes and substance rather than form.
Required skills and capabilities
The ideal candidate will have/be:
* Previous experience of providing IT Support in a commercial environment
* Excellent communication and interpersonal skills
Experience supporting:
* o Microsoft Exchange
* o Active Directory
* o Office 365
* o Windows Servers (full range)
* o Server Virtualisation (HyperV / VMWare)
* o Local Area Networking
* o Symantec Products
* o Cisco LAN/WAN (routers, switches, ASAs)
* o Routing / switching equipment including, but not limited to, Cisco, Dell, HP switches, routers and firewalls
* o Citrix ( XenApp/XenDesktop)
* Formal IT qualification, ideally MCSE/MCITP or multiple MCPs massively advantageous
The Package
* Working hours will be 40 hours a week during standard business hours (Monday – Friday, between 9am – 6pm)
* Package dependent on experience
* 25 days’ annual leave
* Opportunity to be a part of a large group of experienced Support Engineers, for you to grow and develop your skills and experience
* Continual professional development plans
Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants