My client is a fast-growing technology company providing high-quality business solutions tailored to individual customer requirements.

As the second line support you will work with our team of 1st and 2nd 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 support 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.
• Be part of the Field Engineering teams, and ensure service SLAs are met for our customers.
• Create and maintain a high standard of technical documentation.
• Mentor and develop your teams to ensure that you have the necessary skills to supply the highest standards of technical support and customer service.
• 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 1st Line teams.
• 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

What’s in it for you:

In return for your hard work, we offer a competitive salary depending on experience and a benefits package, to include:

• 23 days holiday rising to 28, plus bank holidays
• Stakeholder Pension Scheme
• Healthcare Cashplan
• Voucher and discount hub
• Cycle to work scheme

If you are interested in this role or would like to discuss this role in more detail, click “apply” and we will be in touch if your application is suitable. To see all open vacancies go to Current Vacancies - Pardoe Wray . If you haven’t been contacted within 7 days, please consider your application unsuccessful.