2nd Line Engineer

Permanent - Kent (Hybrid 2/3 days a week on-site)

Change & Transformation

£25-28,500 + Bonus



The Atlas Recruitment Group are currently searching for an IT Support Engineer to join a rapidly growing Change & Transformation organisation on a remote working basis.

This organisation provide Cloud Transformation services to primarily the Public sector but also service the Private sector as well; helping sectors such as Healthcare, Emergency Services and Councils to move their on-premise infrastructure into the cloud, utilising Microsoft Cloud technologies.

They are currently experiencing a high level of growth as a business due to increased workload from their growing customer base. To facilitate this growth, they are recruiting within their support function for a Senior IT Support Engineer to handle technical support for end users.

Main Responsibilities:

* Following agreed procedures, providing advanced level advice to customers on systems, products and services which are available to them.
* Responding to requests for support remotely or on customer sites, resolving Incidents and Requests as appropriate in accordance with KPI's and service level targets. Promptly allocating unresolved calls to appropriate team, keeping the customer informed of actions taken.
* Manages calls to the business's standards, including detailed call notes of all steps taken to resolution.
* Assists with providing an effective interface between users and service providers, including external commercial suppliers where applicable. This interface includes documenting incidents, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis.
* Assisting customers in making more effective use of systems, products and services. Making initial diagnosis of any problems and advises known solutions where applicable. Investigating more complex technical issues sharing this knowledge with colleagues.
* For all products, services and systems within the area of responsibility, demonstrates, installs and commissions desk-top systems and their routine upgrades. Providing information on updates, known errors, changes in availability, new facilities etc.
* Assisting other IT support and project teams when required.
* Assisting the Remote Team Leader in mentoring less experienced team members, leading on technical and procedural End User initiatives and deputises for the Team Leader when required.

Experience Required:

* O365 (Exchange, SharePoint, Teams, InTune etc)
* Windows Server 2016-2019
* Microsoft Admin Centre
* Windows 10/11