2nd Line Service Desk Engineer - Henderson Scott : Job Details

2nd Line IT Support Engineer - York (Hybrid) - £30K

Seeking anIT focused individual looking to develop their skills within a 2nd line support role, providing 2nd line support for incidents & requests across the group and central office, resolving or escalating as required.

Responsibilities:

• Resolve tickets and escalate to 3rd parties as necessary.
• Make sure tickets are correctly prioritized & triaged.
• Mentor junior members of the support team.
• Manage 3rd party relationships.
• Ability to diagnose & resolve common software & hardware issues.
• Communicate effectively with non-technical users where required.
• Creating, reviewing, & implementing SLAs (Service Level Agreements), policies, and procedures to improve service delivery.

You will have knowledge of ITIL and it would be great if you also have knowledge of SQL.

Qualifications & experience required:

• Windows Server (Active Directory (Azure AD), DHCP, DNS, Group Polices)
• Exchange and cloud migration technologies
• Network topologies (LAN/WAN), Firewalls, switches, VPNs, routers, WIFI
• Cloud (Azure/AWS/Hosting)
• Windows operating systems
• Thin client technologies (Axel, Wyse)
• Terminal Services
• Virtualization (VMWare, Hyper-V)
• Hardware (Servers, Desktops, Laptops, Printers)
• Service Desk ticketing systems (e.g., Fresh Service, ServiceNow, Ivanti)
• Active directory & 365 admin center.

2nd Line IT Support Engineer - York (Hybrid) - £30K