• Senior Support Engineer 2nd Line

    Reporting To: Head of Service Operations

    Job Type: Full Time

    Main Responsibilities:

    • Fully understand the service TIG has been engaged to deliver in line with contractual
      arrangements
    • Develop and maintain rapport with end users by displaying a detailed understanding of their IT
      environment and business issues
    • Provide a single point of contact for end users support using all contact mediums
    • Establish and maintain high levels of incident ownership through incident lifecycle to a
      satisfactory conclusion
    • Establish a quality working relationship with end users
    • Develop and maintain communication skills appropriate to the environment
    • Analyse the nature of queries and customer problems and provide suitable solutions within
      satisfactory timescales
    • Understand and operate the escalations procedures
    • Establish and maintain high levels of incident ownership through incident lifecycle to a
      satisfactory conclusion.
    • Comply with all company, department and customer policies and procedures to include
      attending team meetings and completion of administrative tasks.
    • Show an outward commitment to actively develop personal knowledge
    • Develop new documentation and procedures
    • Trending on internal & client alerts to reduce incidents and improve system stability

    Principal responsibilities and accountabilities:

      • Cover 1st/2nd line level on calls and tickets that come through, resolving tickets within SLA
        agreements.
      • Monitoring and respond to alerts on N-able / OMS / Connect-wise
      • Escalating high priority tickets to Infrastructure Support Specialist
      • Provide cover or deputise for other analysts in their absence either within the same team or
        across teams
      • Show an outward commitment to actively develop personal knowledge
      • Develop new documentation and procedures on ITGLUE.

    Key Performance Indicators:

        • Achieving satisfactory levels in Customer questionnaires 
        • To deal with the day to Day Incident volumes to a high level of service. 
        • To provide an exceptional level of service to all TIG clients. 
        • To ensure that all Incidents/Requests are dealt with within contracted SLA timeframes. 
        • To ensure Documentation is clear and concise 
        • Gather technical knowledge to consistently increase your own skill set.

    Skills and Experience:

        • Educated to GCSE level in Maths and English or equivalent. 
        • Degree in Computer Science or related. 
        • Good communication skills, written and spoken. 
        • Positive, enthusiastic and supportive individual 
        • Proven Customer service skills 
        • Ability to take ownership of and progress incidents to resolution 
        • Ability to work under pressure 
        • Ability to work in a team and to support team members 
        • Effective keyboard skills 
        • Communication and interpersonal skills including listening, building rapport, establishing empathy and demonstrating awareness of internal and external issues in a calm and polite manner. 
        • Analytical Fault Finding

    Technical skills required:

        • Experience troubleshooting desktop issues, i.e. printers, network issues, user profiles,
          troubleshooting Microsoft applications.
        • Anti-Virus – Windows Defender / Sophos / Trend / Symantec
        • 2008/2012/2016 Windows server
        • Active directory
        • Routing & Switching
        • Good understanding of Exchange 2010/2013/2016, Office 365
        • Email Filtering and Spam Applications i.e. Mimecast
        • Virtualisation (VMWare, Hyper V).
        • Experience in IT networks
        • Backups (cloud, tapes)
        • Monitoring platforms (level platforms / OMS / N-able / Solar-winds
        • Office 365 / Azure
        • MCP/MCSA
        • CCNA

    Desirable skills & qualifications:

        • Linux Server Ubuntu / Redhat
        • Intune
        • Azure Automation
        • AWS
        • PowerShell

    To apply for this role, please email your covering letter and CV to info@tig.co.uk

    Full job description available upon receipt of CV.