IT & Software Developer jobs in the UK
2nd Line Engineer
£34,000 - 69,000
PLANET RECRUITMENT SERVICES LTD
Park Drive, Abingdon
£34,000 - 69,000
Requirements
Must:
- Excellent knowledge in Windows 11 installation and configuration
- Excellent knowledge with MacOS installation and configuration
- Excellent knowledge with Microsoft 365 administrative suite - Intune/SharePoint/Teams/Exchange/Entra ID etc...
- Exposure to Email filter technologies - Mimecast/Barracuda/Sophos Email Gateway
- Exposure to Microsoft Server OS and server roles - 2016/2019/2022/2025
- Exposure and troubleshooting knowledge with networking related items - firewalls/switches/wireless etc...
- 2+ years experience working with medium-large businesses
- Excellent knowledge of user & group management (on-premises/Entra)
- Excellent knowledge of scripting and RPA automations
- Ability to learn on your feet
- Strong communication skills
- Excellent troubleshooting and problem resolution skills
- Excellent customer experience
- Positive attitude to work
- Strive to continuous improvement
- Able to work independently under pressure
- Minimum of 3 years IT experience in a corporate or services environment
- Driving license and own transport
- Ability to obtain DBS certificate
- Sophos Central/XG Firewall Certifications (Engineer or Architect) - Desirable
- Microsoft MS-102, MD-102, MS-700, AZ-900 Certifications - Desirable
- Apple Certified Support Certifications - Desirable
- Comptia A+ - Desirable
- Wireless management - Ubiquiti, Meraki, etc... - Desirable
- Group policy/Intune policy management - deployment or management - Desirable
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 Tier 1 engineers
- Ensuring all forms of support call are logged in the system and the client is kept updated
- Manage incidents and request tickets ensuring established SLAs are met
- Providing support to our clients
- Help the Tier 2 Manager with continued business improvements
- Provide support to the apprentice, and Tier 1 engineers
- Manage/Maintain all escalations from the apprentice, and Tier 1 engineers
- Communicate daily to clients with open tickets
- Managing the clients expectations with ongoing tickets
- Ensure all client related problems are logged correctly
- Inform the Tier 2 Manager of any tickets requiring escalations
- Working with clients 3rd party suppliers and vendors when appropriate
- Adhere to all company policies and procedures
- Ensuring that all role related KPIs are met
- Logging, managing, and resolving client IT issues
- Maintain and improve cloud infrastructure
- Composing Requests for Change
- Manage all client on/offboardings, ensuring all tasks are complete
- Maintain all client documentation ensuring it is relevant
- Undertake any other reasonable duties as required to meet the needs of the business
Description
We are a dynamic team located in Abingdon, focused on providing comprehensive IT support for our Managed Service Provider (MSP) clients. We offer an array of benefits including 25+ days of holiday, flexible working with work-from-home incentives, a Bupa Cash Plan, Electric Vehicle Scheme, and much more. Our dedicated environment fosters continuous improvement, and we strive to ensure that all team members grow and thrive within our organization.
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