Second Line Support Engineer

Second Line Support Engineer

Application deadline: Friday 15th July 2022

Job type: Full-time, Permanent

Location: Poole, Dorset

Salary: £23,000.00-£28,000.00 per annum (depending on experience)

Annual leave: 25 days (plus bank holidays) initially

Following the continued growth of our company, Grapevine are recruiting a Second Line Support Engineer. 

We are looking for someone with a logical approach to troubleshooting issues, who is able to communicate effectively to clients and colleagues, adhere to a high standard of customer service, working both independently and in collaboration with our support team on a variety of technical disciplines.

At Grapevine we value internal growth and would welcome someone who is eager to learn new skills, which will lead to progression within the company and the option of building a longterm career with us.

 

As a valued member of the Grapevine service desk, your day-to-day responsibilities will include: 

Troubleshooting and attempted resolution of service desk incidents. 

Configuration and upgrading of related hardware, software and services. 

Hands-on support to users, as well as back-end troubleshooting of Microsoft 365, servers and networks. Front-end support includes PCs, laptops, VOIP telephone and various applications. 

Contribute to the maintenance and documentation of the infrastructure estates supported, such as site documentation and knowledge base article creation. 

Active escalation point for all 1st line engineers. 

Receiving, logging and managing overflow calls from clients via telephone, email and automated systems. 

Assist and work with the Technical Support Manager to improve all aspects of the Service Desk delivery. 

Escalate tickets to 3rd line support or third-party escalation where required. 

Publishing support documentation to assist staff with requests for information & provide staff training if required. 

Site visits may be required.

 

Skills & Experience Required: 

At least 2 years’ experience on an IT Service Desk. 

Excellent communication skills and telephone manner. 

Excellent organisational skills. 

Incident management experience. 

Strong understanding of the following:

– Windows operating systems

– Server Roles and features, including: Active Directory, Group Policy, DNS & DHCP

– Microsoft 365, including; OneDrive, SharePoint Online, Exchange Online, Teams, Endpoint Manager, Azure AD, AAD Connect, Defender for Office 365, Defender for Endpoint

– Azure IaaS

– PowerShell

– Enterprise backup solutions

– Enterprise anti-virus

– Hosted VoIP platforms, including hardware such as Poly, Yealink & Cisco 

– Business grade broadband, including: troubleshooting WLR 3 portal, experience with liaising with ISP’s, understanding of different technologies 

– Public DNS 

– LAN-based networking, including: Cloud managed switches, like Unifi or Meraki, Wireless, VPNs, Routing

Must have a full UK driving license. 

 

Desirable Skills: 

Completed or working towards a level of Microsoft 365 accreditation 

Employ ITIL best practise 

Understanding of Watchguard or similar enterprise firewall products 

Disaster recovery solutions 

Mobile / mobile device management experience 

Experience dealing with Gamma & Vodafone fixed line services

 

Why Grapevine?

As a complete technology and communications partner, Grapevine helps businesses to work better.

We do this by improving productivity, through cost-effective and fully integrated IT and telecoms solutions. By working with us, our clients’ internal communications improve, staff are better linked to one another, and company systems made more accessible.

We’ve just celebrated our 30th year in business, with many of our clients and our colleagues having been with us for over two decades. Our personable approach is tested and proven.

We support hybrid working – we’d like to have you join us in the office a few days a week to support ongoing collaboration across the business, but this will be a flexible arrangement. We have recently renovated our Poole office and will provide a tour of our facilities during an in-person interview.

In addition to your salary, you will receive project outcome-dependant bonuses. Given the nature of IT migrations, some work will be required outside of standard business hours, you will be compensated for this with time-off-in-lieu or overtime pay where necessary.

You will benefit from 25 days holiday, plus bank holidays as standard. With additional holiday allowance granted for long service. We utilise an established company pension scheme and all staff have access to health & wellness and employee rewards platforms.

Your line manager will work with you to create a personal development plan, in line with both your and our ambitions for the future. We actively encourage our staff to continue their personal progression in achieving industry recognised certifications. We’ll allocate you time to learn, budget for exams and a mentor to support you with your personal development plan.

Grapevine is an equal opportunities employer. The tenure of our staff is a testament to the positive company culture we have built over 30 years and continue to add to. We welcome your contribution to this in the next stage of our journey.

 

How to apply:

Please send a CV and covering email to j.spinks@grapevine.uk.com

Agencies by prior arrangement only.

Work with us

We pride ourselves on offering the very best level of service to our clients. We are always looking for like minded people to grow our team. If you think you’d be a good fit with us, please send your CV. We'd be happy to hear from you!

We're an active and expanding business and so often have a range of vacancies in various positions within the organisation. Please check back regularly for new and updated career opportunities with Grapevine.

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