Careers & Recruitment

Level 2 / 2+ Support Engineer

Want to grow from Level 1? Want to widen your technical skills?
Maybe you're already a Level 2 and wanting to widen your technical skills?

Perhaps you're looking for a role that combines IT Support with other technical work, installations, deployment and administration ?
If those are applicable then this role may also fit!

We have an exciting, flexible and varied role in our growing busy Managed IT Services team.
This role is working on a busy IT Support Desk, solving a variety of technical problems for our Customers. Rated in the Top 50 Best Managed Service Providers in the UK, we are a skilled team, with a caring, friendly approach to our customers. We have a customer-centric culture, where we deliver excellent service, ensure the customer is happy, and talk in non-technical clear and transparent English to our customers.

The variety of customers in different industries, combined with the technologies we use, will give you room to grow your existing technical knowledge and support skill set, along with exciting opportunities to improve and learn new things.

This role includes other activities including Software and Hardware installation and configuration, and offers the potential to progress towards a technical specialism.

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Job Title: Level 2 Support Engineer / Level 2+ Support Engineer

Location: Ruddington, Nottingham.

Type: Office Based Monday - Friday, 8.30am-5.15pm.

Format: Full Time Experienced, Permanent Position.

Salary: £23,000 to £27,500.

Please note that due to some job tasks, this is initially an Office Based role.

• Salary
• Pension
• 20 days annual leave plus bank holidays
• Profit Share options
• Flexible Packages
• Relaxed business casual office dress code, with Corporate Shirts provided for office and onsite use.
• Relaxed and friendly environment
• Car park with easy Parking

Important:

Ideally you will have at least 2 to 4 years of relevant IT support experience, but more is also acceptable.
Experience working in an MSP or IT Support Desk environment would be favourable, as would skills in using an RMM.

Key responsibilities:

• Logging, Processing and organising technical support calls, emails and tickets.
• Working on technical support tickets to find and solve issues to satisfactory resolution.
• Provide high quality IT and Technical support via phone, email, online chat, remote control webmeetings and other methods as needed.
• Deliver high quality customer service in line with Support and Service standards.
• Own, Manage and complete 1st , 2nd and potentially some 3rd Line tickets and incidents as you grow.
• Log, amend and complete Service Tickets in line with our SLA’s.
• Act as a technical lead for select tickets.
• Provide an escalation point for 1st Line Service Desk Engineers.
• Deliver ticket solutions against our KPI’s and Customer requirements.
• Effectively prioritise tickets and manage workloads.
• Implementation and Installation of Software, Solutions and Hardware according to our standards.
• Ensure adherence to policies, standards and Change Management Processes.
• Identify opportunities for improvement, both technically and in processes.
• Work in accordance with company values, policies, procedures and standards.
• Assist in the completion of regular technical and operational tasks allocated by Management and Service Desk requests.
• Help the Team grow, develop, deploy and improve processes and documentation.
• Liaise with Customers and ensure they are kept informed.

About You:

You’ll be very customer facing, able to provide excellent customer service and want to put the Customer first as the focus.
You’ll be comfortable on the phone, dealing with numerous support queries and capable of handling pressure. You'll be able to prioritise technical call tickets efficiently and effectively, and self manage your tickets to minimise Customer interruptions.

You’ll exhibit professionalism at all times and want to ensure that the customer remains delighted. A key need is to be able to talk to our Customers in non-technical English, when they are not technical.

Ideal candidates will be aware of and have used remote control techniques, or remote monitoring and maintenance (RMM) control tools from major vendors.
You'll also be comfortable using these on a day-to-day basis to help fix first, second and third line support issues.

You'll be comfortable working with these tools to proactively fix items before an issue causes a customer interruption.

You will be familiar with the following technologies and be comfortable in implementing them, or maintaining, configuring and fixing issues with them in existing environments:

Skills / Attributes Required:

Essential

• Windows Desktops operating systems: 8, 10, 11 etc
• Windows server Operating Systems: 2012 R2, 2016, 2019 and 2022.
• PC desktop support, server support, 1st , 2nd and grow to 3rd line fixing
• Good solid understanding of PC and Server hardware, build & make up, (optionally SAN and higher level hardware technology).
• Active Directory, including design and deployment, managing and maintaining, group policy configuration.
• Scripting, windows scripting. Powershell.
• Print servers and print server management.
• Strong knowledge of networking infrastructure, switches, routers, firewalls, tcpip, dns, dhcp, vlans.
• Good Knowledge of Firewalls, VPNs and security.
• Microsoft Office 365, Deployment and management including Exchange Email, user management
• Sharepoint
• Strong problem solving skills and fault diagnosis
• Ability to manage, and prioritise according to Customer SLA timeframes
• Ability to maintain and respect confidentiality, along with data privacy and data protection.
• Proven attention to detail

We would also ideally (although not essential for all) prefer you to have some of the following skills to a good or very good operational level:

• Virtualised environments, either on VMware or Hyper V
• Virtualisation Protection and backup
• Data protection and back up processes and methodologies
• Backup software and managing backups using tools such as Veeam, Arcserve and other main vendor Backup and DR products.
• Good or very good knowledge of Security products and Firewalls, in particular: Draytek, Barracuda and other mainline vendors.
• Good operating knowledge (Theoretical and in practice) of managing and running firewalls and other security appliances.
• Wireless access points, centralised management and planned deployment
• Remote monitoring and management applications

Nice to have skills:

• Cabling Data Cabling
• CCTV Installation and operating
• Installing deploying VoIP phone systems planning
• Mobile Deployment
• Key Account Management
• Vendor Certifications
• Microsoft Azure Cloud

Initially the role will be office based, but then Customer visits will gradually grow, as you know more about each site.
Out of hours work is likely to be required periodically, particularly when responding to out of hours calls, or weekend work, during a system migration or office move, but this will not be on a formal rota and not a main aspect of this role.

How to apply: Send your CV and a covering letter to people[at]basic.co.uk

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Recruitment is carried out only from our UK Head office. We are not looking to become a sponsor for this role, so you must be legal and have right to work in the UK.

We do not use 3rd party agents or agencies and we are not interested in being contacted in a speculative manner by recruitment agencies.Thanks.