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Technical Support Engineer

  • Location: Nottinghamshire
  • Salary: £28000 - £32000.00 per annum + Amazing Benefits
  • Job type: Permanent
  • Sector: IT & Information Security


2nd Line Technical Support Engineer / Systems Engineer

I am working with an industry leading telecommunications organisation based in the Ruddington area. They are in the market for an ambitious Technical Support Engineer to join a very successful team delivering 2nd line Technical Support Engineer to both customers and resellers for their voice and data products. Working alongside the development team you will also be assisting with 3rd line support when required.

2nd Line Technical Support / Systems Engineer Responsibilities

  • Once a support case has been established, through the helpdesk, a ticket will be assigned to a Technical Support Engineer with agreed timescales for communication and resolution;
  • During the life cycle of the case the engineer will ensure all SLA's are met through timely resolution and effective communication;
  • Use the CRM system to maintain real time accurate reporting of support cases;
  • Escalate the more challenging cases to support management;
  • Highlight areas of risk as soon as they are apparent;
  • Detail problem reproduction on support test labs;
  • Work with the team to ensure daily case load is well managed;
  • Planning predominantly Cisco Catalyst edge and core network deployments and upgrades, including costing and procuring the hardware, configuration and structured cabling and then ongoing daily configuration changes and troubleshooting.
  • When required respond to incoming support calls and route as needed to assigned support engineers and/or create new cases during the initial customer conversation;
  • Triage 3rd line faults with development and see them through to resolution;
  • Onsite attendance to resolve the issue when required;
  • To work with the team to cover 24/7 rota (if contractually required);
  • Any ad-hoc duties as are reasonably requested by the business.
  • Administering, monitoring and troubleshooting VMWare, VSphere datacentres with High Availability and Failover replication.



2nd Line Technical Support / Systems Engineer Skills & Experience

  • Excellent Customer Service Skills
  • Work in a fast pace environment
  • Excellent knowledge of VMWare, Hyper V & VSphere
  • IT knowledge and Background of CISCO
  • Excellent knowledge of Exchange Server
  • Time Management / Prioritisation
  • Problem Solving
  • SLA 80% Case Closure
  • 100% number of active cases daily updates
  • 2 Knowledge articles per month



2nd Line Technical Support / Systems Engineer Package

  • £28,000 - £32,000
  • Paid Overtime as well so the potential earnings could be huge
  • 33 days holiday (25 personal plus bank holidays)
  • Additional Day Off on your birthday
  • Pension (3% employer contribution)
  • 4 x salary Life Assurance
  • Health Cash Back Plan (Company funded)
  • Employee Assistance Programme (Company funded)
  • Childcare Vouchers (Salary Sacrifice)
  • Business Mileage (25p per mile)



2nd Line Technical Support Engineer How to Apply

If this sounds like an opportunity for you, do not hesitate to submit your CV. Due to the excitement of this opportunity there will be a lot of applications and we hope you can understand we are unable to contact every applicant so if you have not heard from us within 14 days please take this as you have been unsuccessful.

2nd Line Technical Support Engineer

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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