2nd Line Engineer

Position: 2nd Line EngineerLocation: AbingdonSalary: 35- 40KOur client is a fast-growing ICT Services and Solutions provider for businesses and schools across the South of England.This is the ideal role for an individual with live experience in providing IT support and project delivery within an MSP environment or as a member of an internal IT support team looking for their next step. You should be passionate about providing exemplary customer service.Main responsibilities:To manage all incidents and customer requests from receipt to resolution and closureProvide level 2 server, network and desktop technical support, diagnosing customer issues and providing a high level of first time fixSupporting the implementation of cloud solutionsIncident and problem management - taking over from 1st line engineers where escalation is requiredProvide exceptional service support to internal and external customersTo ensure service level agreement standards are metTo promptly complete any admin paperwork and documentationKeep accurate records of all site information using IT Service Management toolsPromote best practices and adhere to change control processKnowledge/experience required:Experience in a service delivery environmentWorking knowledge and practical experience of cloud migration, MS Endpoint Manager, Azure AD, Sharepoint and Google WorkspaceProven experience of delivering to SLAsProven experience in excellent customer serviceDemonstrated understanding of technical troubleshooting ..... full job details .....