2nd Line Service Desk Support Engineer

A leading IT Solutions provider is seeking an experienced 2nd Line Service Desk Support Engineer on a permanent full time basis to join their growing team in Hampshire.

This role is full time office based in Fareham with the potential to go hybrid.

The 2nd Line Service Desk Support Engineer will be working within a technical support capacity with a solid understanding of network terminology e.g. WAN, LAN etc.

The Role:

• Responding to customer faults and issues raised to the helpdesk either by phone or email resolving them within SLA.
• Programming, maintenance, and support of a range of systems
• Wi-Fi solutions
• Integration of CRM systems.
• Backup solutions
• Delivering training on all offered services
• Working to resolve technical customer complaints
• Identify potential cross sell and upsell opportunities with existing customers to pass on to the sales teams
• To document all Customer product and services ensuring security and standards are adhered to.
• Acting as the face and provide top class industry leading Customer Service.

Ideally, you ll have experience of:

• SIP, including configuration, protocol and SIP trunking.
• High level of IP understanding, networking, and VLAN.
• Microsoft 365 migration and new tenant set up.
• Cabling to a high level
• Hosted and PBX Telecoms configuration and fault finding
• Router configuration
• Programming, maintenance and support of Hosted Telephony Solutions IP Cortex, Gamma. Integration of CRM systems. o
• Programming, maintenance and support of Virtual PBX.
• Programming, maintenance and support of Cabling and Networking, including switches.
• Access points and point to point solutions Ubiquiti.
• Programming, maintenance and support of Routers and Firewalls for Leased Lines and other Connectivity Draytek,
• WatchGuard.
• Wi-Fi solutions Ubiquiti.
• Programming and support of Laptops or Desktops Dell and HP.
• Programming, maintenance and support of Servers Virtual and on Prem.
• Programming, maintenance and support of Microsoft 365, Anti-Virus, Remote Management Systems and Backup solutions.
• Door entry system programming, maintenance and support.
• Fault finding and testing.
• Training Customers