2nd Line Support (Night Shifts)

Staffordshire

My client is a dynamic and innovative company that operates 24/7. As a leader in their industry, we value top-notch technical support to ensure uninterrupted operations. We are currently seeking a highly motivated and skilled 2nd line Support Engineer to join their dedicated team.

Position Overview

As a 2nd line support, you will play a crucial role in maintaining our systems and providing technical support during overnight hours. Your expertise will be essential in resolving complex technical issues, assisting users, and ensuring the smooth operation of our IT infrastructure. This is an exciting opportunity for an individual who thrives in a fast-paced environment and enjoys working independently.

Responsibilities

• Provide 2nd line technical support during night shifts, resolving complex incidents efficiently and effectively.
• Collaborate with the 3rd line team to escalate and obtain necessary knowledge for incident resolution.
• Address incidents and queries from senior management, ensuring timely and satisfactory resolutions.
• Investigate and escalate major incidents (MIs) to the appropriate managers, ensuring effective communication and resolution.
• Perform system maintenance tasks and execute overnight escalations and call outs when necessary.
• Manage the organization's domain portfolio, ensuring security and stability.
• Oversee and maintain mobile assets, guaranteeing their proper functionality and availability.
• Create and maintain Active Directory groups, managing user access and permissions.
• Apply and maintain folder permissions and shared drives to ensure data integrity and accessibility.
• Monitor and manage inbound and outbound mail flow, optimizing efficiency and minimizing disruptions.

Qualifications and Skills

• Proven experience as a 2nd Line Engineer or similar role, with a strong focus on technical troubleshooting and incident resolution.
• Solid knowledge of Active Directory administration, Exchange administration, and Citrix administration.
• Proficiency in Microsoft Operating Systems (XP, Vista, 7, 10) and the Microsoft Office Suite.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Strong problem-solving skills and the ability to work under pressure in a fast-paced environment.
• Exceptional time management skills, with the ability to prioritize and manage multiple tasks simultaneously.
• Self-motivated and able to work independently with minimal supervision.
• Familiarity with call center and corporate environments is advantageous.

Note: This position is 100% nights.