2nd Line Support Engineer

Company Profile

Total IT is an award-winning technology services company. Total IT has been going since 2006 with an established growth record, fantastic clients and an excellent working environment. Committed to delivering high touch IT support, our aim is to provide the highest levels of service coupled with a great working environment.

Experience:

You will be a 2nd line service desk engineer working with our Central service desk and you will be based at our office in Kempston, Beds. The service desks are managed by our Service Delivery Manager.

Your role will be to provide 2nd line technical support to some of our key clients both remotely and onsite. 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.

Technical Skills Required:

Windows Desktop (7,8.1,10),

· Experience of software and hardware troubleshooting

· Good understanding of PC hardware set-up and configuration

· Knowledge of Cloud storage solutions, OneDrive, SharePoint, DropBox, etc...

· Advanced Windows 10 Desktop Administration

· Application and OS deployment

Windows Server (2012 R2, 2016, 2019, Hyper V)

· Install, configure and troubleshoot issues

· Good working knowledge of Active Directory, Group Policies, Terminal Services and DHCP, AD Domain services, MFA Server and SSO

· Proactive server monitoring and reporting

· Backup monitoring and reporting

Office 365

· 365 Maintenance, Configuration, Changes (adds/removes/password resets/migrations)

· Deep expertise in SharePoint online and teams online

· Strong understanding and capability using PowerShell relating to Office 365 services and Azure AD. Ability to automate and standardise configurations by script

Networking

· Understanding of networking and troubleshooting

· Basic understanding of IP addresses, DNS and what makes up an IT network

· Diagnosing internet connection issues

· Diagnosing Wi-Fi issues and performing Wi-Fi Surveys

· Basic Firewall configuration and troubleshooting

Printers

· Understanding of printer errors, printer configurations, including reinstalling drivers and changing printer options within Windows.

The Candidate

You will be a dedicated and experienced IT Support engineer with 2 or more years’ experience ideally working for an MSP. Over the next 12 months we expect you to:

· Exceed our SLAs and ensure our 30 minute call back guarantee is maintained

· Manage onboardings of clients and their teams

· Achieve consistent 5 star on all Customer satisfaction surveys

· Take ownership of technical escalation

· Follow established escalation process for critical or high priority issues as identified onsite

· Contribute to and improve internal knowledgebase, assets

· Refer to internal knowledgebase, assets, internal/external resources to provide accurate solution

· Be able to work under pressure

· Have a flexible working attitude

· To be reliable and honest

· Produce and keep up to date documentation on client’s systems

· Assist the 1st line team

· Produce weekly playbooks and report to senior management team

· Be proactive

· Mentor our 1st line engineers

Company benefits:

• 30 Days annual leave plus 1 day, 2 weeks either side of your Birthday
• Private Healthcare including 24hr GP Service, In-patient/Out-patient care, Therapies cover & Advanced Cancer Care cover
• Mental Health & Wellbeing programmes
• Audio, Optical & Dental cover
• Reward Programme with an estimate value of £,1750 per year
• Great working environment with friendly team
• Contributory pension scheme
• Receive up to 10 days of relevant training per year
• A tailored professional and personal development plan
• High performance computers for all employees
• Work in a modern environment, we have break out areas for those quiet times
• 17th Floor office view over London

Our recruitment process:

Stage 1: You’ll have a chat over the phone with a member of our recruitment team so we can find out a bit more about you and what you are looking for.

Stage 2: If we think you’re a good match, we’ll book you in for a half hour Teams video interview. For some roles we carry out technical assessments.

Stage 3: If everyone’s happy at this point we will arrange an interview with our Service Delivery Manager There is also a chance for you to talk to some of our existing team.

Stage 4: A call with our Executive Director to run through a job offer, set expectations and confirm any outstanding questions.

Final Stage: An offer letter is sent with an agreed start date. Welcome to the Total IT Team!

Why work at Total IT

A recent team survey gives you an insight into the work life here at Total IT:

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

Joining us on a technical role, expect a warm welcome, and to be treated fairly and professionally with top-up training to help you meet your own goals.

Job Types: Full-time, Permanent

Salary: £28,000.00-£32,000.00 per year

Benefits:

• Additional leave
• Company events
• Employee discount
• Gym membership
• Private dental insurance
• Private medical insurance
• Referral programme
• Wellness programme

Schedule:

• Monday to Friday

Supplemental pay types:

• Performance bonus

Experience:

• MSP: 1 year (preferred)
• 2nd Line Support: 2 years (required)

Licence/Certification:

• Microsoft Certificates (preferred)

Work Location: In person