2nd Line IT Engineer

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.,

• 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


• 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


• 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


• Maintain desktop asset register and configurations


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



• Professional, approachable and flexible



• Team player, works effectively with colleagues across all functions



• Demonstrates energy and a positive attitude



• Tenacity and a strong desire to make a difference, always with the customer in mind



• Attention to detail



• Ability to look outside of the box for a solution, 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


• Exposure to Office365 Powershell command-lets


• Exposure to Email filter technologies, such as Mimecast, Barracuda, Sophos Email Gateway


• Exposure to Microsoft Server OS - 2012/2016/2019


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


• Good working knowledge of Active Directory - User account creation, group creation, etc


• Good working knowledge of NTFS permissions


• 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:

· Sophos Central/XG Firewall Certifications (Engineer or Architect)

· Microsoft MS-100, MS-101, MS-700 Certifications

· Apple Certified Support/IT Professional Certifications

· Comptia A+

· Comptia N+

· Wireless management - Ubiquiti, Meraki, Netgear, etc

· Group policy management - deployment or management

· MSP Experience (advantageous)

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.

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.

o 20+ Days Holiday and rising (plus bank holidays)

o Flexible working (WFH incentives)

o Private medical cover

o Discounted gym membership

o Epic Christmas Parties - (weekend in Iceland last year!)

o Car Parking

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

Job Types: Full-time, Permanent

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