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2nd Line Support Engineer

Job Type
28 Jul 2022


Hybrid working

Salary to £35,000 + Bonus + Benefits

Successful and high growth e-commerce business is looking for a 2nd Line Service Desk Analyst to join their team.

They are looking for a proactive, customer-focused person who can work well individually on a problem or project, but equally support both their own and other teams within the business. They d love to see some ambition to learn and develop their career with them and the broader IT team and have many examples of home grown talent in their leadership team.

About the role:

  • You will act as an escalation point for the 1st Line team and work closely with the 3rd Line team to resolve complex problems, ID root cause, providing 2nd line technical support.
  • Dealing with a wide range of inbound calls, emails and deskside queries from across the business in many areas, but largely related to O365, Windows and MAC issues.
  • Deal with tickets to agreed SLAs and to ITIL standards.
  • Support the manager by taking ownership of outstanding tickets and trying to spot patterns in problem areas, suggesting solutions.
  • Dealing with system builds, software installs, upgrades and patch management.
  • Administrate O365 services such as Teams, SharePoint and other applications.
  • Provide support and technical documentation to the 1st Line Analysts.
  • Contribute to projects which may be running across the business.

About you:

  • You will likely have a solid experience within a 2nd line role support role.
  • A good understanding of ITIL will be highly desirable, but a willingness to learn is key.
  • Ideally you will have experience of working in a mixed OS setting, with experience troubleshooting across both Windows OS and MAC OS.
  • Customer-centric with good communication skills, both written (in relation to technical documentation and email communication) and verbal.

Technical experience sought:

  • Experience administering and troubleshooting across O365; Teams, SharePoint, OneDrive and Enterprise mobility and security.
  • Ideally you will have good knowledge of the ECP Portal, O365 Console and O365 Security, Compliance and Azure portals.
  • Ideally you will be comfortable with Adobe Creative Cloud and will be familiar with both JAMF and SCCM.

Please send your CV straight away. Interviews planned for early August.

Kinetech is acting as the exclusive recruiter in relation to this role. Please see our website for more information on how we handle your data.

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  • Job Reference: 670336375-2
  • Date Posted: 28 July 2022
  • Location: London
  • Salary: £35,000
  • Sector: I.T. & Communications
  • Job Type: Permanent