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:

• Provide level 2 server, network and desktop technical support, diagnosing customer issues and providing a high level of first time fix
• Incident and problem management - taking over from 1st line engineers where escalation is required
• Provide exceptional service support to internal and external customers
• Provide solution(s)/work around(s) to incident and problems highlighting and escalating concerns over delivery to agreed customer SLAs
• Responsible for achieving agreed service levels
• 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:

• 2+ years of experience within the IT sector
• Experience working in a customer-facing role
• GCSE Maths & English
• 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:

• Install, configure and troubleshoot using:
• All MS Windows desktop platforms and applications, Apple Mobile technologies, Android & Windows mobile technologies
• All Microsoft Exchange and Windows Server platforms
• Active Directory
• Firewalls, routers & VPN’s - install, configure & troubleshoot
• Office 365 - Create accounts and troubleshoot issues
• Switches - Install and configure, setup VLAN’s, tagging and troubleshoot issues

Some highlights of working with my client:

• Personalised training platform
• Skills assessment and personalised progression plans
• Microsoft Gold Partner and Google Partner
• Microsoft and Google training courses, accreditations, and exams
• One-to-One training
• Company healthcare available
• Monthly performance-related incentives - including additional holiday days and vouchers
• Social & team building activities