2nd Line Support Engineer (2nd Line)

EllisKnight are looking to hire an experienced 2^nd line support engineer. This role will require a driven individual with the flexibility to travel to and work from various UK data centres. Core location long term will be Stoke-On-Trent, however there will be a fair amount of time spent at various data centres which could require you to be away for up to 4 nights per week over the first 3 months. If you need to be away then the cost of hotel rooms will be covered by the business.

As a 2^nd line engineer, you will actively participate in the take-on of support of new customers and services. Working with the wider Service Operations team, you will support the creation of articles and updates to the knowledge base for all services in your area of expertise. You will also be responsible for supporting the proactive management of customer solutions to ensure that their systems are maintained at the optimum level and that we manage the system capacity and capability on behalf of the customer. This is an exciting but demanding support position which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and a high degree of technical knowledge in the Windows/Cloud/Virtualisation arena.

Typical duties and requirements:

• Ability to establish and develop a new role as part of a small team within a rapidly evolving organisation.
• Ability to work autonomously under your own initiative.
• Initiative and pro-activity matched by an ability to be a strong member of a team.
• Experience of managed service environments, with an awareness of ITIL best practice.
• Experience of build, test, and implementation of systems, along with 3P^rdP line operational support.
• Effective communication skills with the ability to influence and negotiate both internally and externally.
• Willingness to work flexibly in response to changing organisational requirements.
• Have or be able to obtain the appropriate security clearance.

This role will require a broad skill-set across the following technologies. We are looking for a proactive and driven candidate that has as much technical experience/knowledge of the following technologies as possible. We also need applicants who are keen to progress and develop their knowledge and technical skills. As an inclusive employer we are passionate about great people and will only assess applications based on your ability to do the job.
NB: We do not expect the successful applicant to have knowledge on every technology below, so please ensure you are able to discuss those you do have experience with.

• Windows 10
• Windows Server 2012 R2 to 2019
• VMware Horizon, ESXi & vSphere
• Polycom VOIP hardware
• Skype for Business
• Office 365 suite
• Active Directory
• QNap Backup Hardware
• Nakivo
• McAfee Anti-Virus
• Sophos Anti-Virus
• Windows RDS systems
• Dell & Supermicro servers
• Dell and Meraki Switches
• Palo Alto & OPNSense firewalls
• HP Thin clients
• Dell & Lenovo Laptops
• SharePoint

Qualifications/Experience

• The successful Senior 2nd Line Support Engineer will need to be able to show a good grounding of IT support covering 2nd line and some 3rd line support experience ideally.
• Ideally, you will have some form of IT qualification, either BTEC, A Level's, HND/HNC or Degree.
• Any IT certifications will enhance your application.
• To succeed within this role, you will need to a good communicator and be able to convey technical issues to non-technical users