2nd Line Support Engineer needed for my client in Hessle, you will be part of the IT Service Desk team that provides technical support to our internal users & maintain/support various systems across the group. This is an office-based role, and the ideal candidate will have strong experience with Hyper-V and Hyper-V replication (Support, Maintaining and troubleshooting), Cisco switches and Networking. You should be able to hit the ground running.
Main Duties:
* Provide end user support for Windows 10/11 PCs/laptops, Android/Apple mobiles, Android/Apple tablets
* Provide system support for Windows Servers (Apply online only)), Office 365, Azure, Active Directory, Exchange
* Escalation point of contact via helpdesk/phone/in person for end users, wider IT support teams & head office users
* Troubleshooting, diagnosing, and resolving problems that are escalated up from the 1st Line Team. Escalating the problem to 3rd line/another team member if required.
* Networking troubleshooting/diagnostics – Cisco command line experience preferred
* Ensure effective communication – relevant troubleshooting notes added to ticket
* Assist with the creation of support documentation for our internal knowledge base
* Support developed systems (training to be provided)
Using various monitoring tools to identify problems and vulnerabilities, then working on solutions – Office 365 Defender, Nessus, PRTG
Requirements, Experience and Person Specification:
* Previous experience in an IT Support/Helpdesk role required
* Being part of the 2nd line escalation, out of hours, on-call rota
* Good, professional communication skills in person/phone/email
* Natural aptitude for trouble shooting and problem solving
* Can use own initiative, work independently with proactive approach
* Have an eye for delivering efficiency and improvements.
* Have strong technical and business knowledge
* Hands-on approach
* ITIL 4 Foundation advantageous
* Highly organised and able to work on own initiative to complete the range of tasks required
Previous experience with the following would be preferred: Azure/Office 365, Windows Server (Apply online only), Hyper-V, network troubleshooting experience with Cisco command line and Meraki WiFi