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1st /2nd Line Support Engineer

 

1st /2nd Line Support Engineer

  • JR-126328
  • London
  • Managed Services
  • Full time
1st /2nd Line Support Engineer

Do you have a flair for responding to customer requests? Perhaps you have extensive experience working in an MSP Support role and are looking for a passionate company that is rapidly growing and can offer plenty of opportunities? We are looking for a motivated '1st and 2nd Line Support Engineer' to join our busy Managed Services department in Canary Wharf. In this role, you will be accountable for handling customer service and initial technical requests received via phone and email. Therefore, we are looking for driven individuals who can escalate customer issues as appropriate and meet and exceed customers’ expectations.

Responsibilities

Customer Support

  • Provide an initial contact point for UK Managed Services customers. Creating support cases within the ITSM tool for customers submissions via Email / Self Service / Phone
  • Ensure correct categorisation and assignment of support cases

System Monitoring

  • 24x7x365 monitoring and receipt, triage, resolution and/or distribution of inbound Managed Services technical support requests (via phone call, email, and Self Service Portal) to the appropriate internal teams

Technical Expertise

  • Assure alarms and alerts processing as well as forward activities to the proper teams
  • Provide KPIs for the infrastructure environment
  • Assure monitoring templates are up to date and in line with the products and services provided
  • Develop teams so they have the Know-How to identify alarms and events.
  • Processes inbound alerts from essential systems, networks and security elements. Provides timely response to all events and requests. Processes site maintenance and outage notifications

Problem Solving

  • Ability to identify and resolve, or report, a detected problem. Escalates trouble cases and emergencies as needed to lead and/or management personnel

Training

  • Receives guidance and support from others

Project Management

  • Follows instructions on departmental projects

Quality Assurance

  • Assists with basic QA and escalates trouble cases to lead and/or management as needed

Requirements

Essential

  • Previous experience in customer facing 1st/2nd line role
  • Understanding of IPv4 / IPv6
  • Windows (Server & Workstation) Skills
  • Linux
  • 1st line Virtualisation Skills (VMWare / HyperV)
  • Data Backup experience
  • Understanding of network topology/principles including OSI model
  • Understanding hardware components including troubleshooting
  • Previous experience in a customer-facing/Enterprise support role handling customer queries/issues
  • IT-related qualifications or relevant work experience
  • Systems Support & Maintenance

Desirable

  • CCNA / MCSE qualification or working towards a qualification
  • Comptia A+
  • CCENT
  • Understanding WAN / Leased Line IP connections
  • Experience in Host Resource / SNMP monitoring
  • Experience with system monitoring software
  • VMWare Qualification
  • Understanding of Hyper-Convergence
  • DNS - Internal & External view
  • Experience in working in hybrid work model

Are you interested?

Click apply now

You can also check out our YouTube page to find out more about us: https://www.youtube.com/channel/UC9xshmMk-FKjqKCLOKklQQw

Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, colour, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability

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Equal Employment Opportunity: 
Equinix is an Equal Employment Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.

(US Applicants)

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Please click here to see our EEO Policy Statement.

Please click here to see our Pay Transparency Policy Statement.