Position: 2nd Line Onsite Support Services Engineer

Location: Wool – United Kingdom

Type: Full-Time

About Us:
We are the tech company with people at heart.

At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.

JOB PURPOSE

The key deliverables of an On-site support Engineer 2nd line are, to provide IT related technical support to end users at client’s premises. This can include incidents; problems; requests; assist with project tasks or change control depending on the requirements of any of our customers. In addition, they need to collaborate with the entire operations team with positive and professional communication and sharing of knowledge and information. Meeting high quality standards with customer focus attitude and able to manage user expectations efficiently.

Duties and Responsibilities:

• Responding appropriately and deal with queries or complaints in an effective manner (i.e., punctual; polite and with empathy).
• Taking ownership of tickets allocated to them or their relevant ticket queue and professionally manage them through to Resolution or escalation.
• Asking targeted questions and apply accurate troubleshooting.
• Contributing fully as an active team member and ensure personal and team objectives are achieved.
• Collaborating with other teams to maintain standards and functionality.
• Maintaining a professional relationship with clients and peers.
• Utilising excellent customer service skills and exceed customers’ expectations.
• Reporting potential client facing risks.
• Reporting customer feedback and potential product request.
• Maintaining your own personal development plan with support from your manager.
• Collaborating with other teams to maintain standards and functionality.
• Undertaking any other tasks as assigned by management.
• Availability during your shift hours (which may incur shift & desk rotation).
• Troubleshooting, maintaining and supporting a wide range of systems.
• Ensure Service level agreements (“SLAs”) are being met.
• Communication, confirming and capturing accurate information.
• Taking ownership of tickets assigned to you or your relevant VT ticket queue within the required agreed SLA’s
• Prioritising and managing several open tickets with daily updates at one time.
• Applying extreme attention to detail.
• Effective troubleshooting skills related to your relevant area of support.
• Taking ownership of technical escalation.
• Contributing to and improve internal knowledgebase assets.
• Referring to internal knowledgebase, assets, internal/external resources to provide accurate solution.
• Providing prompt and accurate feedback to clients.
• Directing unresolved issues to escalation points within SLA’s.

Qualifications & Experience:

Knowledge of:

• Office 365
• Azure AD
• Cloud
• Microsoft Productivity Solutions
• Network technology.
• Windows
• VMWare
• VOIP
• Bomgar
• Datto
• Exchange
• SCCM

Desirable

• Cisco Meraki
• Switching
• Firewalls – Cisco
• Mobility
• WAN (MPLS, VPLS, Internet

Budgeted remuneration for this role is set at £37,000 Annual Salary

Our Selection Process:

We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.

As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.