2nd Line Support Engineer Job Description Template
Our company is looking for a 2nd Line Support Engineer to join our team.
Responsibilities:
- Assist management with Ad-Hoc requests ranging from software troubleshooting to hardware installations;
- To provide prompt 2nd line support onsite or remotely to ensure operational problems are resolved in a timely manner;
- To support business networks and PC’s remotely or onsite;
- Ticket management and troubleshooting across all users/products assistance in any project work when needed/support colleagues with any queries;
- Taking escalated calls from customers around the UK;
- Providing excellent customer service at all times;
- Carry out daily client systems checks, reporting to IT Manager where necessary;
- Pre-build PCs/Laptops;
- Preparing and building customer equipment as required;
- Running daily checks on back ups and carrying out maintenance on customer environments;
- Resolving 1st and 2nd line support calls;
- To log all calls on the call logging system;
- Respond to enquiries from clients and help them resolve any hardware or software problems;
- Administration of Windows Server 2012 and above;
- Checking all requests are dealt with adhering to company procedures.
Requirements:
- Windows 10;
- Office 365;
- HyperV;
- MS Exchange;
- Network fault finding and diagnostics;
- AD;
- Infrastructure;
- Remote Desktop Servers;
- Back Up;
- Windows 7/10;
- Networking protocols including TCP/IP;
- VMWare administration;
- Windows 7/8/10 Desktop OS Support;
- Office 365 support;
- Antivirus.