Tier 2 Support Engineer, Jobs, 5268
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Tier 2 Support Engineer - Edinburgh

Tier 2 Support Engineer - Edinburgh

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Date Job Posted Monday 29 Nov 2021
Reference 5268
Category 1st/2nd Line Support
Employment Type Permanent

Be-IT are delighted to be partnering with a new client on the lookout for a Tier 2 Support Engineer.

This is an exciting opportunity to become a senior engineer for our client who specialize in online visibility tools for local businesses.

The ideal candidate with have experience working for a managed service provider.

If you are keen to work in a dynamic and fast paced IT environment, look no further.

Responsibilities include but are not limited to:


· Working within 1st and 2nd line areas of the IT support team, dealing with hardware , software, networking, connectivity and telephony enquiries as part of a small team of staff, to deliver and communicate a professional high quality service level to end users within agreed SLA’s

· Leading routine server maintenance and monitoring

· Liaise with 3rd Party suppliers and escalate support tickets through the relevant teams while keeping the customer informed.

· Management of tickets in ConnectWise Manage, ensuring all notes and details are up to date and accurate.

· Working with customers remotely and onsite to resolve technical issues

· Writing and defining formal processes and maintaining internal knowledgebase as required

· Management of time of self and team in line with SLA, agreements, and billable hours.


· Providing a single escalation point for both internal and external customer requirements

· Delivering towards team KPI’s and Targets

· Meeting internal and external SLA’s

· Maintaining ConnectWise Manage as a single source of data

· Adhering to processes and procedures in support management

Required Skills:

· Knowledge of hardware install and removal, fault and troubleshooting

· Understanding of remote support methodology

· Knowledge of Windows (7 – 10), Linux, IOS, and Server Operating Systems

· Experience with Routers Modems and NTE’s

· General Networking and IP Addressing

· All forms of internet connection and their support methodology

· Infrastructure design and implementation

· Solid understanding of Windows server and domain management tools such as WSUS, WDS, WMI, AD, and GPO

· Backup and DR tools and methodology

· Anti-Virus maintenance, and management

· Experience in working with ITMS tools

· Remote Support of Customers

This role will be a flexible hybrid working model with 1 or 2 days based in the office per week. 

Please contact zoe.calder@be-it.co.uk or on 0141 378 6672 for more details.

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