2nd Line Helpdesk Support Engineer 4581 views1 applications

Our client are a Microsoft Partner providing Network Solutions since 1990 including the installation and support of Hardware, Operating Systems, Key Applications, Communications and Cabling.

They have an excellent opportunity for a 2nd Line Help Desk Support Engineer to join their well-established organisation going through continued growth and expansion.

Based in our Yate HQ, the successful applicant will join a highly skilled Remote Support Team and provide a high level of telephone and remote assistance to customers and field engineers. This help desk team play a vital role in the businesses support operation, they ensure customers receive responses and resolutions well within the contracted SLA’s.


Responsibilities will include:

Trouble shoot issues and requests while ensuring we meet the relevant SLA
Ensure procedures are followed and all work is correctly recorded / documented
Proactively monitor support trends and offer suggestions for improvement
Perform checks to ensure all critical systems are operating to necessary standards
Where appropriate; escalate calls internally, liaise with manufacturers or pass to 3rd parties


The role will suit someone who:

  • Is proactive, flexible and forward thinking; actively seeking new opportunities and ways to meet and exceed customer expectations
  • Generates solutions which are effective, efficient and practical
  • Has excellent communication skills, both oral and written
  • Has excellent organisational skills, able to manage their own time efficiently and to co-ordinate activities to deliver work on time
  • Is reliable and self-motivated


Essential Experience for the role

  • Microsoft Server 2008, 2012, 2016 and Windows 7 / 8 / 10
  • Router / firewall configuration
  • Active Directory, TCP/IP, DNS, DHCP, VPN, IPsec tunnels
  • Mobile OS and devices
  • Virus / Malware scanning and removal
  • Excellent telephone manner and written communications
  • Remote support tools i.e. RDP and Team viewer


Desirable Experience

  • Microsoft Office and Office 365
  • Mac OSX and Apple devices


Standard support hours are Monday to Friday 9.00am – 5.30pm.

However, the remote support team join an early start / late finish rota and will be expected to provide cover between 8.00am – 6pm

More Information

  • Salary £25,000 - £29,000 per annum
Apply for this job

Get Social With Us

Contact Us

Bristol Office
Wyndham Court, 12-20 Pritchard Street, Bristol, BS2 8RH.

Birmingham Office
Cornwall Buildings, Newhall Street, Birmingham, West Midlands. B3 3QR