2nd Line Infastructure Engineer

We have a fantastic opportunity for an experienced and professional 2nd Line Infrastructure Engineer with strong experience in a Virtualisation environment, Windows, Exchange, 365 and Server & Azure skills to be responsible for providing technical IT support to both internal and external customers.

Experience Required

·Experience of MSP Environments

·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

·Azure Cloud experience

Main duties

·Handle escalations from 1st Line Support according to the company’s escalations process

·Handling 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

·To 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

·Assist 1st Line Engineers with incoming phone calls when required by Line Manager

·To provide internal technical support for systems including server, desktop and networking infrastructure

·To 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.

·Escalate issues in line with guidance.

·To comply with all necessary working practices relating to the customer site.

·Build strong relationships with customer account managers.

·To 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

Behaviors and key Competencies

·Proven abilities to take initiative and be innovative

·To have a flexible approach and attitude.

·Analytical mind with a problem-solving aptitude

·Ability to follow processes

·Positive, enthusiastic and supportive individual

·Ability to take ownership of and progress issues

·Ability to work under pressure

·Ability to work in a team and to support team members.

·Ability to build good working relationships with internal and external contacts.

CRITICAL SUCCESS FACTORS

·Successful attainment of customer SLAs.

·Achieving KPI targets

·Reducing outstanding Service Desk calls

·Reduce the resolution time of customers

·Move to the Left Philosophy

·Continuous Improvement

·Simplification & Automation Focus

DCV Technologies

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2nd Line Infastructure Engineer