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2nd Line Support Engineer Part Time

Bromsgrove, Worcestershire
Technical Resources Ltd

2nd Line Support Engineer

Location: Bromsgrove + 1 day at home a week

Salary: £28,000/£32,000 + Benefits

Job description

This will be a hands-on technical role with plenty of opportunity to explore new technologies in both test and live environments, as well as gain industry recognised training and qualifications.

The successful candidate should be a driven individual, that enjoys problem-solving and taking control of situations to drive home technical solutions whilst always putting our clients’ needs first.

Some of the technologies the candidate would be expected to deal with include Windows Desktop, Windows Server, Hyper-V, Microsoft 365 and Apple technologies. Any networking experience would be advantageous.

Main Duties and Responsibilities:

  • As a highly motivated and conscientious individual, your main areas of responsibility will include:
  • To provide 2nd line support to end-users via phone, email, or in-person
  • Working alongside the helpdesk team to resolve support calls
  • To escalate & work with third party suppliers to successfully resolve issues
  • To undertake audits and provide recommendations on customers’ IT environment
  • Resolve technical issues
  • Assist other members of the support team
  • Assisting with creation of technical documentation and proposals

Knowledge, Skills and Experience Required:

  • Networking Experience – Draytek Firewalls, UniFi Switches, WAPs, DNS, DHCP, TCP/IP, Ethernet.
  • Physical patching and cabling
  • Remote support
  • M365 Proficiency: O365 applications, Azure AD, Active Directory
  • Windows – Windows 10/11 & Windows Server 3/8/16/22, Office 2010 – 2016
  • MS InTune
  • GSuite
  • SMTP
  • Exclaimer
  • Sage
  • Sophos
  • Datto
  • Sharepoint
  • OneDrive
  • Remote machine management
  • Printers
  • Backup solutions – Veeam, ShadowControl, Image Manager
  • Web Security – Webroot, SentinelOne, and ThreatLocker

Qualifications Required:

  • Although no formal qualifications are essential for this role, the successful candidate should have relevant work-related experience, attained a good all-round standard of education and have a good knowledge of current IT technologies.

Desirable Skills/Knowledge

  • Excellent documentation skills
  • A fast learner with the ability to follow processes and procedures, you will be able to prioritise and manage several open support tickets at the same time
  • Solid experience and understanding of installation, configuration and maintenance of Windows Server 2012 upwards, with Active Directory Services and Group Policies
  • Experience of deployment and maintenance of MS Office 365 and Azure solutions
  • Strong troubleshooting ability
  • Server 2019 onwards, Active Directory, PowerShell, Backups, Hyper-V, VMWare and Failover Clustering
  • Networking: LAN, WAN, VPN, VLANs, Switches, Managed WIFI, Firewalls and Routers
  • Experience with tools such as Microsoft SCCM, Intune and JAMF
  • Experience in working in an MSP or within Education is highly desirable
  • Knowledge of the Autotask and Datto stack would be advantageous
  • Full UK driving licence and have use of own car

Job Overview