IT Support

2nd Line Support Enigneer

An exciting opportunity has arisen with a leading Managed Services Provider based in Leeds.

This client has rapidly expanded from acquisition and organic growth, and they are now seeking an ambitious technical support analyst to join their 2nd line technical support team.

You will be a part of a motivated and experienced technical team; this role will require you to provide a high level of IT support for several clients where service is a priority.

You must have excellent communication and relationship building skills with the ability to resolve technical issues inline with agreed SLAs.

Role Responsibilities:

• Offer a high level of support to a variety of clients, assisting with 2ndline technical issues


• Ensure incidents are resolved in line with SLAs


• Escalate any unresolved issues to 3rdLine support


• Ensure internal documentation is developed and maintained


• Develop technical knowledge, have a desire to learn and progress your technical career.
  
  Eventually taking on further responsibilities

Role Requirements:

• Experience in a 1st/2ndline technical support role


• Cisco Networking knowledge - Switches / routers / firewalls


• Some exposure/knowledge of cloud technologies is desirable


• Knowledge of virtualisation, storage solutions


• Knowledge around server technologies - AD / Exchange / Citrix

Although the suitable candidate does not have to be an expert in each area, it is highly beneficial to have an understanding and willingness to progress in these areas.

In return, our client is offering a competitive basic of up to £27,500 PA with a 20% shift bonus on top taking the total package to up to around £33,000PA.

Hours of work

• 4 on / 4 off shift (x2 nights, x2 days)

This will be followed by a 4-day rest period