Support Engineer

Job Title: Support Engineer (2nd Line)
Department: Technical
Location: Skelmersdale (with some travel)
Type: Full time; Monday – Friday, Permanent, Hybrid working; office/home
Start Date: Immediate
Salary: Enquire on application

General Overview of the Position

2nd Line Support Engineer, office based with some travel requirements for on-site troubleshooting or installation work. Responding to 2nd line support requests for break/fix working with core technologies, such as Windows Server 2012, 2016, 2019, 2022, SAN Storage, virtualisation, VMWare, Hyper-V, Remote access solutions, Wireless Networks, Switching, Office 365, Advanced Active Directory, Azure, HP Aruba, Sophos Central, LAN, WAN, TCP/IP, DHCP, DNS, Hyper-V, VMware, Cloud Technologies, VEEAM back-up solutions, VOIP and associated technologies.

Main Duties and Responsibilities

Day-to-day operational duties:

• Troubleshooting hardware infrastructure & network problems, diagnose and resolve
• Provide solution(s)/work around(s) to incidents and problems
• Install, maintain, and support new Infrastructure
• Work to SLA thresholds for incident(s), request(s) and problem(s)
• Effective prioritisation and management of multiple open cases to successful conclusion
• Maintains, monitors, and supports the infrastructure environment at level 2
• Acts as the technical liaison between customers, operational teams and engineers
• Performs routine maintenance tasks for infrastructure systems such as backups, server patch management

Communication & Cross Skilling

• Ability to work in a fast-moving environment, multi-task and adapt to changes quickly
• Establish excellent relationships with internal & External customers
• Be a first-class communicator, innovative and collaborative, people person
• Assist in the cross-skilling of the Service Desk, sharing knowledge and encouraging others to do the same
• Document system and Infrastructure changes, ensuring that all documentation is kept up-to-date
• Keep up to date with advancements in technology
• Accurately document instances of hardware failure, repair, installation, and removal
• Works with Desktop Support Team Leader on requirements and provides recommendations for improvements

Hardware, Server, and Networks

• Maintain up-to-date knowledge of hardware and equipment
• Ensure appropriate standards and procedures are adhered to during the development process to support quality
• Maintain security infrastructure including antivirus
• Administer Active Directory including Group Policies
• Administer and monitor Virtual server infrastructure
• Build new servers, including virtual
• Network troubleshooting, replication, TCP/IP and general WAN/ LAN troubleshooting
• Restore Back-ups and retrieve data

Other such reasonable duties within the general scope of the job title.

Education/Qualifications

Essential:

• GCSE Maths & English pass (or equivalent)

Desirable:

• GCSE in ICT or equivalent
• IT Level 3 or 4 Apprenticeship pass
• Degree qualified in an IT professional qualification
• ITIL v3/4

Experience

Essential:

• Minimum 2 years relevant experience

Skills/Knowledge

Essential:

• Windows Servers 2012 and above
• LAN, WAN, TCP/IP, DHCP, DNS
• 2nd Line support, excellent troubleshooting skills, continuity of operation, end-to-end computing infrastructure

Desirable:

• Virtualisation, VMware, Hyper-V
• Storage & SAN Technologies
• Veeam backup and replication
• Azure/Entra including Microsoft 365
• Cloud Technologies
• Veeam back-up solutions

Aptitudes/Attributes

Essential:

• Excellent written and verbal communication
• Be innovative, highly organised and collaborative
• Have an eye for detail and accuracy
• Able to manage time
• Able to manage the demands of numerous tasks
• Able to work on own initiative and within a team environment
• Self-motivated and able to motivate others
• Diplomatic when faced with issues

Other Job Requirements

• Willing to undertake further training to fulfil the requirements of the role
• Willing to work additional hours to meet the demands of the role
• Full Driving Licence with Business Car Insurance (or equivalent)
• Satisfactory Enhanced DBS Check with Barring

Note:

Please email us your CV and include your cover letter in the email body explaining the type of role you are looking for.