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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.

Job Role Responsibilities

* Provide 2nd line technical support for all 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

* Work under own initiatives as part of the service team to ensure high quality support to clients

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

* Undertake any other duties as required, which are deemed necessary to satisfy the needs of the ACS

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

* Ensure jobsheets are accurate and completed daily

* Keep appraised of new and emerging technologies

* Seek and highlight additional opportunities whilst reviewing customers infrastructures

* Suggest improvements for the on-going development of the service department

Job Requirements

- Excellent customer communication skills

- Can work on own intuitive.

- Good written skills on job reporting and documentation.

What we offer

- Hybrid Working (3 days in / up to 2 days remote if required, after probation which is 3 months)

- Salary £30,000 - £35,000 Depending on experience

- Location - close to the centre of Northampton with a modern, up to date living space

- 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 - 25-30* days plus B.H’s + optional 2 weeks unpaid. *Increases with time spent

- Progression Plan - training & mentor programme.

Experience

- 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