2Nd Line IT Support Engineer

We have an excellent opportunity for a 2nd Line IT Support Engineer to join our client in Norwich (NR4).

MFK Recruitment has successfully recruited 36 individuals for this well-established company in the past 5 years, 27 are still with the company too! Extremely ambitious company and they're very interested in having individuals join their team, who are keen to progress and succeed.

The company has a very strong reputation in retaining their employees, due to their excellent culture and progression opportunities.

We are searching for a talented 2nd Line IT Support Engineer to be based on-site, just outside of Tuckswood.

2nd Line IT Support Engineer - Primary Activities:

1. Provide level 2 server, network and desktop technical support, diagnosing customer issues and providing a high level of first time fix.
2. Incident and problem management - taking over from 1st line engineers where escalation is required.
3. Provide exceptional service support to internal and external customers.
4. Provide solution(s)/work around(s) to incident and problems highlighting and escalating concerns over delivery to agreed customer SLAs.
5. Responsible for achieving agreed service levels.
6. Responsible for ensuring that all tickets are analysed for urgency and impact and then prioritized and allocated accordingly and in line with agreed service levels.

2nd Line IT Support Engineer - Qualifications & Knowledge:

1. 2+ years of experience within the IT sector.
2. Experience of working in a customer facing role.
3. GCSE Maths & English.
4. Either an active DBS Enhanced Clearance, or a clean record to obtain one (the company will pay for this).

2nd Line IT Support Engineer - Skills & Experience:

1. Install, configure and troubleshoot using:
2. All MS Windows desktop platforms and applications, Apple Mobile technologies, Android & Windows mobile technologies.
3. All Microsoft Exchange and Windows Server platforms.
4. Active Directory.
5. Firewalls, routers & VPN's - install, configure & troubleshoot.
6. Office 365 - Create accounts and troubleshoot issues.
7. Switches - Install and configure, setup VLAN's, tagging and troubleshoot issues.

Some highlights of working with my client:

1. Personalised training platform.
2. Skills assessment and personalised progression plans.
3. Microsoft Gold Partner and Google Partner.
4. Microsoft and Google training courses, accreditations, and exams.
5. One-to-One training.
6. Company healthcare available.
7. Monthly performance-related incentives - including additional holiday days and vouchers.
8. Social & team building activities.