2nd Line IT Support Engineer

This role is for an award-winning technology services company based in Bedford but working across the UK. They have been going since 2006 with an established growth record, fantastic clients and an excellent working environment. Committed to delivering high touch IT support, their aim is to provide the highest levels of service coupled with a great working environment.

The Role:
Your role will be to provide 2nd line technical support to some of their key clients. To maintain a high degree of client service ensuring responses are accurate. As an initial point of escalation for our 1st line team, you will be required to take escalations, fully understand the problem and resolve within agreed SLAs.

Overall responsibly for the progression and effective resolution of all support cases received in accordance with our SLA's and KPI's and managing client accounts from a technical perspective.

Taking ownership of issues and ensuring the clients' expectations and both set, met and exceeded.

Technical Skills Required:
Windows Desktop (7,8,10),
- Install, configure and troubleshoot issues.
- Experience with using and troubleshooting Microsoft Office suites.
- Good understanding of PC hardware set-up and configuration.
Windows Server (2012 R2, 2016, Hyper V)
- Install, configure and troubleshoot issues.
- Good working knowledge of Active Directory, Group Policies, Terminal Services and DHCP
- Proactive server monitoring and reporting.
- Backup monitoring and reporting.
Office 365
- 365 Maintenance, Configuration, Changes (adds/removes/password resets/migrations).
Networking
- Understanding of networking and troubleshooting.
- Basic understanding of IP, DNS and what makes up an IT network.
- Diagnosing internet connection issues.
- Diagnosing Wi-Fi issues.
- Firewall configuration, troubleshooting.
Printers
- Understanding of printer errors, printer configurations, including reinstalling drivers and changing printer options within Windows.

The Candidate
You will be an experienced Helpdesk 1st Line Support Engineer with 2 or more year's commercial experience. Excellent knowledge of Microsoft Windows Desktop Operating Systems and Office 365 experience.

We expect you to:
- Be able to work under pressure
- Have a flexible working attitude, reliable & honest
- Produce and keep up to date documentation on client's systems
- Floor walk and assist the 1st line team
- Produce weekly playbooks and report to senior management team
- Be proactive

Company benefits:
- 28 Days annual leave plus 1 day, 2 weeks either side of your Birthday
- Great working environment with friendly team
- Contributory pension scheme
- Employee share ownership scheme - Rewarding long standing employees
- Cycle2Work Scheme
- Receive up to 10 days of relevant training per year A tailored professional and personal development plan High performance computers for all employees
- Employee perks - Access to discounts across retailers, cinema, select restaurants.

"Great people, the atmosphere makes me want to come into work each day!"