Job role – 2nd Line IT Support Engineer

Location – Southampton

Salary – £30,000

Platinum Recruitment is working in partnership with a fast-growing technology business with offices located across the UK and they are looking for a 2nd Line IT Support Engineer.

Why choose our Client?

My client are a fast-growing technology company providing high quality business solutions tailored to individual customer requirements. We are delighted to be recruiting for an experienced 2nd Line IT Support Engineer to provide exceptional technical support to our expanding customer base in line with an exciting new business venture.

We are a fast-growing technology company providing high quality business solutions tailored to individual customer requirements. We are delighted to be recruiting for an experienced Second Line Team Leader to provide exceptional technical support to our expanding customer base in line with an exciting new business venture.

As the second line team leader you will manage our team of second line engineers and the associated tickets and SLA’s. You will be a dedicated individual with a desire to deliver high quality service to our customers. You must have previous Team Leader / Management experience and a strong technical background so that you can motivate and coach a team.

Your responsibilities as a 2nd Line Team Leader will be:

• Monitor and manage support tickets ensuring that high standards are being upheld and responded to in a timely manner.
• Properly escalate incidents in a timely manner adhering to OLA’s.
• Mentor and develop your teams to ensure that you have the necessary skills to supply the highest standards of technical support and customer service.
• To manage the 2nd Line, Field Engineering teams, and ensure service SLAs are met for our customers.
• Create and maintain a high standard of technical documentation.
• Provide line management responsibilities including conducting one to ones, setting KPI’s and Objectives, Personal Development planning, approving holiday requests, disseminating management information etc.
• Function as a technical point of escalation for the 1^st and 2nd Line teams.
• Mentor and develop your teams and serve as a sounding board for specific problem-solving challenges and offer encouragement and support.
• Ensure support services are delivered within an ITIL framework and aligned to industry best practice.
• Schedule 2nd Line site visits as required for technical troubleshooting, installations, or contractual obligations.
• Improve process and procedures to introduce efficiencies.
• Develop and promote a proactive culture of continuous service improvement within the department.

You will have experience of the following:

• Windows Server 2016 – Current
• Active Directory, DHCP, DNS, Group Policy, WDS and WSUS
• Hyper-V
• Microsoft Exchange and Office 365 (SharePoint, OneDrive etc)
• Acronis
• Sophos Anti-Virus
• Mimecast
• Exclaimer
• Advanced TCP/IP, switching and routing.
• Ubiquiti experience advantageous
• Microsoft product suit
• Apple OS

In return for your hard work we offer a competitive benefits package, to include:

• 23 days holiday rising to 28, plus bank holidays
• Stakeholder Pension Scheme
• Healthcare Cashplan
• Access to corporate discounts
• Cycle to work scheme
• Company bonus scheme

Job Number │927573/ INDCOMM

Job Role │ 2nd Line IT Support Engineer

Location │ Southampton

Platinum Recruitment is acting as an Employment Agency in relation to this vacancy.