Technical Support Engineer - Escalation Team

40000.00 - 50000.00 GBP Annual
06 Aug 2022
09 Aug 2022
IT, IT Support
Contract Type
Full Time
Technical Support Engineer (Escalation Team) - GBP40-50K + Bonus & Benefits - Hybrid/Kent


An opportunity has arisen for a 2nd/3rd line IT Support Engineer to continue and develop a career in a forward thinking, growing and progressive company, providing Cloud technology, Hosted services, on site and Remote support provision, and consultancy and support services.


Completing technical support tasks and activities either in the office, or on customer sites, in a escalation Support capacity handling issues in both a 2nd Line and 3rd line capacity where required.
Solving IT Issues, remotely, via phone, using remote support tools, or on-site presence, as required
Answering telephone calls from customers promptly with excellent customer Service skills in a positive, can-do, customer focused manner at all times.
To record customer calls quickly and efficiently, logging, updating calls throughout, and allocating as appropriate, managing to completion calls received in our call management system.
Building and configuration of Servers, Network Infrastructure, Applications, to required and standardised setups and procedures
Manage support calls to ensure quick response and resolution, and prevent non-compliance to Service Level Agreements (SLA's)
Handling escalated issues from other engineers, with great troubleshooting experience and ability
Deliver outstanding customer service, perception and satisfaction to all customers, at all times
Deliver great teamwork and communication throughout the IT team, motivating the team to create a positive and professional work environment and deliver excellent IT support services to our customers
Plan, and implement projects as and when required following defined Project methodologies and working with Project Co-ordinators as and when directed.
Be involved with, and undertake any other duties in the office, or on site, as requested.

Extensive hands-on experience configuring and troubleshooting customer requirements and support issues in a changing Server, Storage, Application and Networking environment.
Windows 2 server active and extensive knowledge in support and troubleshooting
Active Directory installation, and troubleshooting on premise, or Virtual
Azure Services, Azure platform, Intune and office365 support
Exchange 2 support, and troubleshooting, (including migration between versions)
Windows Server build, configuration and troubleshooting
Virtualisation (VMware vSphere5.5/6) administration and troubleshooting
Server hardware build, monitoring, failure replacements and server room installation
Experience of providing remote support for users and systems, including resolution of technical issues on the phone.
Support and implementation of Backup strategies, technologies, (Veeam, Backup Exec and others) tape rotation, and restore procedures
Ability to support and deliver centrally controlled and standalone AntiVirus software and architecture. (Kaspersky, Sophos, McAfee, Symantec or similar)
Storage (good understanding of DAS, SAN, fibre fabrics, iSCSI)
Networking (good understanding of Layers 2 and 3, switching, routing, VLANs, LAN and WAN)
Firewalls & VPNs, Support experience of either WatchGuard, Cisco and other Appliances both Physical and Virtual
Citrix knowledge, implementation, best practise, deployment and support
Wireless Installation, configuration and troubleshooting

GBP40-50k + Bonus & Benefits
Private Medical Insurance
Training Courses
Hybrid Working

Technical Support Engineer (Escalation Team) - GBP40-50K + Bonus & Benefits - Hybrid/Kent

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