Second Line Mobile Engineer

Matrix IT Car

Second Line Mobile Engineers are at the forefront of the business dealing with client’s issues. Responsible for onsite support to clients and being an escalation point to First Line Engineers on Helpdesk. Working efficiently and productively to achieve and exceed SLA’s, KPI’s, and profitability targets.

Primary Responsibilities:

  • Escalation point for support issues raised and service desk support
  • Onsite reactive support and project work

Positions Reporting Into This One:

  • None

Key Tasks

  • Onsite reactive support
  • Outsource Engineer at customer sites
  • Completion of small onsite projects such as PC installs, network hardware installs and office moves
  • Manage own daily schedule ensuring PSA calendar accurate and up to date
  • Monitor, categorise, set priority of incoming tickets
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Ensure service or project issues are resolved or escalated within agreed SLAs
  • Support a wide variety of customer-specific line-of-business applications
  • IT support relating to technical issues involving Microsoft’s core business applications, as well as virtual environments built on Microsoft, VMware and Citrix
  • Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, 365 and Azure
  • Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Remote access solution implementation and support: VPN and Remote Desktop Services
  • Technical services and support of VoIP telephony solutions
  • Support of any other software, service, tool, or hardware relating to a customer’s IT requirements
  • Hardware fault diagnosis and repair
  • Out of hours 24/7 remote support and Weekend onsite support (8am-6pm) on a rota basis
  • Enter time and expenses on PSA system

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, you must be competent in performing your daily tasks self-managed. Below are the prerequisites we require to be able to fulfil this role.

Key Outputs

  • Meeting SLA’s, KPI’s, and profitability targets
  • Customer satisfaction

Key Skills Required

  • Good analytical/problem solving skills
  • Outstanding customer care, active listening, and communication skills
  • Good numerical and literacy skills and good levels of computer literacy
  • Ability to work in fast-moving environment, multi-task and adapt to changes quickly
  • In-depth knowledge of the service catalogue and how It relates to customer’s needs
  • Team player
  • Can do attitude
  • Self-starter
  • Time management
  • Business awareness
  • Confidentiality
  • A full UK driving license will be essential for this role

Key Experience Required

  • Strong understanding and technical background in an MSP
  • Proven methodology in fault finding and troubleshooting techniques
  • Familiar with all Microsoft technologies – Office 365, Windows 7-10, Server 2008-2016, AD, Exchange, Hyper V
  • Experience with VoIP telephony, both hosted and on premise

Additional Requirements

  • Be an effective member of the team, recognising, respecting, and promoting the different roles and diversity of the individuals in the team and presenting a positive impression of the team and the organisation
  • Improve customer service perception and satisfaction

Education & Training Requirements

  • Professional IT Certifications – MCP, MCSA, Vendor led qualifications
  • GCSE Level 4 or above in Maths and English Language
  • Full clean driving license

Desirable Qualifications

  • ITIL Foundation

Personal Skills

  • Can do attitude
  • Self-starter, its not a job, it’s a career
  • Outstanding communications skills, the kind client love and want to call to speak to you
  • Friendly, polite and secretly geeky
  • To possess initiative with an inquisitive nature, unafraid to ask appropriate questions
  • Go the extra mile when needed – part of the team and extra hours if it gets the job done
  • Ability to work in a fast-moving environment, multi-task and adapt to changes quickly
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Service awareness of all client’s key IT services for which support is being provided
Job Category: Support Engineer
Job Type: Full Time
Job Location: Fareham

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