2nd Line Infrastructure Engineer

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