Second Line Support Engineer

IT | Leeds | £25,000 - £26,000 | Full Time

About the role

The Second Line Support Engineer is responsible for handling first, second and in some cases third level support of service requests. This relates to all technology, to include: Workstations, servers, printers, networks, and vendor specific hardware and software.

Your responsibilities will include:

• IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls and security
• Basic remote access solution implementation and support on Citrix
• Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets
• System documentation maintenance and review
• Communication with customers as required; keeping them informed of incident progress, notifying them of impending changes or agreed outages

About you

We are seeking a self-motivated and enthusiastic person who strives for excellence in every task and is eager to learn and progress in the role.

You will contribute to a team-working environment within your own team and in support of other departments. We are looking for someone who is friendly and pleasant to colleagues, hard-working and has strong organisational skills. You will be adept at problem-solving, be detail oriented and possess excellent time management capabilities.

You will demonstrate an awareness of the professional standards required when working within a regulated law firm and the importance of delivering a quality service to our clients.

Qualifications & experience

The successful candidate will have the following qualifications and experience:

• Advanced understanding of operating systems, business applications, printing systems and network systems
• Interpersonal skills; such as telephony skills, communication skills, active listening and customer-care
• Diagnosis skills of technical issues
• Ability to multitask and adapt to changes quickly
• Technical awareness; ability to match resources to technical issues appropriately
• Windows Server 2008/2012 R2/2016
• Citrix XenServer
• Citrix XenApp
• Windows XP through to Windows 10
• Firewalls / Security (SonicWALL beneficial)
• Networks – LAN/WAN/Routers
• Active Directory
• SQL Server
• MS Exchange

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Benefits

bwlegal health cash plan

death in service scheme

25 days holiday + bank holidays

paid birthday holiday

employee assistance programme

my wellness portal

thrive app

neyber loans

my staff shop

bw1 employee social club

free parking

on site subsidised cafe

holiday exchange scheme