2nd Line Technical Support Engineers work as part of a 24X7 shift pattern and are the front line customer interface within the MSC, monitoring alarms, and alerting customers to any events.
It is a technical engineering position, with responsibilities focused around the smooth running of both our Managed Service and Maintenance customers’ environments, ensuring that system availability is maintained at the highest level and any issues that arise are dealt with within SLA.

EXPERIENCE:

The candidate should ideally have 1-2 years’ experience working in a managed services or similar IT environment and possess a high level of customer service.

Ideally the candidate will have had exposure to a wide range of technology and possess qualifications in (or studying towards) CCNA, CCNP, MCSE, MCSA etc. or associate level certification for VMWare or Citrix.

QUALIFICATIONS:
• Graduate or qualified by experience
• Need to hold the Vendor associated accreditations as appropriate to your area of expertise.
• Working towards Cisco CCNA or associate level certification for Microsoft, VMWare or Citrix
• Experience in a customer service environment
• Excellent verbal and written communication skills
• A detailed and analytical approach to undertaking duties
• Incident Management experience – Managing incidents including business expectations and communication