2nd Line Engineer

We are able to attract talent to our business by investing in staff training and staff rewards, which has become a bedrock of our success. This initiative has resulted in staff becoming even better at what they do, great staff retention and greater company buy in from the team. As part of this strategy, the more staff learn via official courses, the better the service and the more we reward them.

Primary Purpose

The Desktop team are tasked with supporting, investigating, and resolving our MSP client's IT related systems and making sure all issues are dealt with in a timely fashion. The role will involve the following;

• Providing support to our clients



• Help the Helpdesk Management Team with continued business improvements



• Provide support to the apprentice, and 1st Line, engineers



• Manage/Maintain all escalations from the apprentice, and 1st line, engineers



• Work alongside 3rd line engineers to escalate more problematic tickets



• Communicate daily to clients with open tickets



• Managing the client's expectations with ongoing tickets



• Ensure all client related problems are logged correctly



• Inform the Desktop Team Lead of any tickets requiring escalations



• Working with client's 3rd party suppliers and vendors when appropriate



• Adhere to all company policies and procedures



• Ensuring that all role related KPI's are met



• Logging, managing, and resolving client IT issues



• Undertake any other reasonable duties as required to meet the needs of the business


Shift pattern is - wk1 early 08:00 - 16:30, wk 2 early 08:00 - 16:30, wk 3 late 14:30 - 23:00, wk 4 day - 11:30 - 18:30 - Weeks 1,2 & 4 are office based with wk3 being work from home

Key Responsibilities

• Being the first point of contact for all incoming support calls, emails, and sessions - when necessary



• Being an escalation point for all escalations coming from apprentice, and 1st line, engineers



• Ensuring all forms of support call are logged in the system and the client is kept updated



• Manage incident and request tickets ensuring established SLA's are met
  
  Minimum:


• Excellent knowledge in Windows 7/8/10 installation and configuration



• Good knowledge with MacOS installation and configuration



• Exposure to Email Management/Configuration - Exchange 2013/2016, Office365, etc



• 2+ years' experience working with medium-large businesses



• Ability to learn on your feet



• Strong communication skills



• Excellent troubleshooting and problem resolution skills



• Excellent client service



• Positive attitude to work



• Strive to continuous improvement



• Able to work independently under pressure



• Minimum of 2 years' IT experience in a corporate or services environment



• Driving license and own transport


Desirable:

• Exposure to Microsoft Server OS - 2008/2012/2016



• Comptia A+



• Comptia N+



• Wireless management - Ubiquiti, Meraki, Netgear, etc



• Mimecast, Barracuda, Sophos Email Gateway
  
  Planet IT is an award winning leading IT company offering complete out sourced IT solutions to organisations across the UK and Europe. Based on Milton Park, Abingdon, we provide a comprehensive range of support services, software and hardware solutions to major blue chip clients and our technicians are highly skilled in planning, implementing and trouble shooting.


Planet IT strives to become one of the top places to work in the UK in fact, we believe that we already are! Most of the team have been here for years, have built a terrific career, and as corny as it may sound, we really do call ourselves the Planet Family.

£28,000 - £33,000 a year - Permanent, Full-time, Pulled from the full job description

• Additional leave


• Casual dress


• Company events


• Cycle to work scheme


• Free parking


• Gym membership


• Health & wellbeing programme, 25+ Days Holiday and rising (plus bank holidays)



• Flexible Working (WFH )incentives)



• Bupa Cash Plan



• Discounted gym membership



• Epic Christmas Parties



• Car Parking


Planet IT is an equal opportunitie employer and welcome all candidates to apply with the right to work in the UK.

Job Types: Full-time, Permanent

Pay: £28,000.00-£33,000.00 per year

Benefits:

• Additional leave


• Casual dress


• Company events


• Cycle to work scheme


• Free parking


• Gym membership


• Health & wellbeing programme


• On-site parking


• Paid volunteer time


• Sick pay


Schedule:

• Holidays


• Monday to Friday