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2nd Line Support

Northampton

Up to £35,000 + Benefits

With decades of experience, our client is a prominent IT services provider, known for their commitment to innovation, collaboration, and customer-focused solutions. Operating across multiple sectors and supporting public and private clientele from SME to Enterprise this is an opportunity to join an expanding team with a structured development programme and be part of their plans for growth and market expansion in 2025.

The Role:

As a 2nd line support engineer, you will be responsible for working as part of a larger team of engineers to provide solutions, support and services to our customers.

* Ensure customer incidents are resolved as quickly as possible (on and off-site)

* Take responsibility and exceed department Service Level Agreements

* Work closely with 1st and 2nd line technical support and other field engineers to ensure a high level of communications is maintained

* Provide technical guidance to the helpdesk team and field engineers

* Create and maintain strong relationships with other business units

* Ensure that customer and ACS office solutions equipment/goods are installed to appropriate standards and industry best practice

* Provide occasional support of managed services operations, including involvement of weekend tasks

* Provide assistance to service team for technical design, implementation and support of customer incidents and projects

* Undertake customer audits and create appropriate documentation

* Create and maintain suitable customer infrastructure / service documentation

* Assist with the planning of internal and customer project work

* Accountable for the change control process and the upkeep of digital records

* Ensure that each service incident or installation is tested as per the client’s sign off process and that this information is stored correctly

* Assist in the training and development of service helpdesk staff and field engineers

* Undertake tasks identified by service helpdesk, service team leader or technical manager

* Ensure incident information is recorded accurately and in a timely manner

Candidate Requirements:

* Minimum 2 years’ experience in a role of supporting servers, networks, printers, PC’s and applications.

* Proven experience of enterprise / mainstream technologies and applications primarily focused on Microsoft front/backend products as well as anti-virus and backup platforms and operations.

* Experience with other enterprise / mainstream technologies and applications such as Citrix, VMware and Cisco are desirable.

* Relevant experience of managing, maintaining, and supporting peripheral equipment including routers, switches, hubs, UPS’s, printers etc

* Industry recognised accreditations such as MCP, MCSA, MCSE, CCA, CCNA are highly desirable.

What’s on Offer:

* Hybrid Working – During probation, will be expected onsite for up to 5 days a week. After

* which, WFH permitted schedule dependant.

* Culture – Social events, Supportive, Fun, Hard working

* Perks – Incentives (holidays, vouchers, lunches, spot prizes)

* Top of the range technology in office and for home working (laptops, screens, latest iPhone, etc)

* Subsidised health care/medical benefits

* Annual Leave – 25 to 30 days plus B.H’s + optional 2 weeks unpaid. *Increases with time spent

* Progression Plan – training & mentor programme