2nd Tier Service Engineer
CSG, a well-established and thriving IT & Telecomms Managed Service Provider, are recruiting for experienced 2nd Line Service Engineers to facilitate growth, and service the emerging technologies that CSG implements on our clients’ networks.
Reporting to the Service Manager, and based at our Head Office in Bridgend, the successful candidate will form part of a revamped Service Department, with an emphasis on maintaining optimal service levels, adherence to published SLAs and offering industry leading support to our network of clients in England and Wales.
2nd Tier Service Engineers act as the first point of escalation for technical matters within the Service Department, accepting tickets from the Service Desk Co-ordinator that have been escalated from 1st Tier engineers.
TECHNOLOGIES WE WORK WITH
- HPE server/SAN infrastructures
- Hyper-V and VMware including clustered environments
- All Windows Server/desktop operating systems including associated products (Microsoft Exchange etc.)
- MS/Office 365 suite of products (Exchange, Azure, SharePoint, OneDrive, Teams)
- Sophos suite of products (Sophos XG firewalls, all Sophos Central products including AV, Email, Encryption and MDM) HPE/Aruba networking suite of products
- Managed backup solutions primarily Datto, Veeam and Acronis
- Hosted VOIP solutions primarily Gamma Horizon
- LAN technologies including VLAN and routing
- WAN technologies including leased line and MPLS connectivity
KEY DUTIES/RESPONSIBILITIES
- Provide 2nd Tier technical support, answering inbound support queries and receiving escalation from 1st Tier Service
- Perform efficient diagnosis and resolve or escalate as necessary
- Maintain an impeccable level of customer service and interaction for all support queries
- Adhere to all Service management, security and quality management principles
- Update support queries with comprehensive notes and time throughout your working day
- Update/manage customer documentation
PRE-REQUISITES
- 5 years’ experience working for an IT helpdesk
- Hold industry-based certification (CompTIA A+, MS certification etc.)
- Have extensive experience with Windows-based desktop and server operating systems
- Have adequate experience with Active Directory, Group Policy, DNS, DHCP etc.
- Have exceptional communication skills both verbal and written
- Full and valid UK driving license
TRAINING AND DEVELOPMENT
CSG is a forward-thinking company that seeks to champion emerging technologies.
The successful candidate will be expected to work towards the following Microsoft certifications, funded by CSG and subject to a training agreement:
- Microsoft 365 Certification: Teamwork Administrator Associate
- Microsoft 365 Certification: Messaging Administrator Associate
- Microsoft Certification: Azure Fundamentals Vendor specific product training will also be provided free of charge:
- Sophos Certified Engineer
- Gamma Technical Accreditation
- ConnectWise University: Service Engineer
- ConnectWise University: Automate Engineer
1st Tier Service Engineer
CSG, a well-established and thriving IT & Telecomms Managed Service Provider, are recruiting for an enthusiastic and customer focused 1st Tier Service Engineers to facilitate growth, and service the emerging technologies that CSG implements on our clients’ networks.
Reporting to the Service Manager, and based at our Head Office in Bridgend, the successful candidate will form part of a revamped Service Department, with an emphasis on maintaining optimal service levels, adherence to published SLAs and offering industry leading support to our network of clients in England and Wales.
1st Tier Service Engineers act as the first point of contact for our customers within the Service Department, accepting tickets from the Service Desk Co-ordinator, fact finding, triaging, and updating customers regularly with updates and queries to aid troubleshooting.
TECHNOLOGIES WE WORK WITH
- HPE server/SAN infrastructures
- Hyper-V and VMware including clustered environments
- All Windows Server/desktop operating systems including associated products (Microsoft Exchange
- etc.)
- MS/Office 365 suite of products (Exchange, Azure, SharePoint, OneDrive, Teams)
- Sophos suite of products (Sophos XG firewalls, all Sophos Central products including AV, Email,
- Encryption and MDM)
- HPE/Aruba networking suite of products
- Managed backup solutions primarily Datto, Veeam and Acronis
- Hosted VOIP solutions primarily Gamma Horizon
- LAN technologies including VLAN and routing
- WAN technologies including leased line and MPLS connectivity
KEY DUTIES / RESPONSIBILITIES
- Maintain an impeccable level of customer service and interaction for all support queries
- Adhere to all Service management, security and quality management principles
- Update support queries with comprehensive notes and time throughout your working day
- Update/manage customer documentation
- Provide 1st Tier technical support, answering inbound support queries and returning calls to customers and other parties
PRE-REQUISITES
- 1 years’ experience working for an IT helpdesk
- Have exceptional communication skills both verbal and written
- Full and valid UK driving license
ADVANTAGEOUS TO HAVE
- Hold industry-based certification (CompTIA, Microsoft, ITIL etc.)
- Have experience with Windows-based desktops
- Have experience with networking based technologies (DHCP, DNS etc.)
TRAINING AND DEVELOPMENT
CSG is a forward-thinking company that seeks to champion emerging technologies. The successful candidate may be expected to work towards Microsoft and other certifications, funded by CSG and subject to a training agreement.
Vendor specific product training will also be provided free of charge (plus others as required):
- Sophos Certification
- HP / Aruba Training
- Veeam / Acronis Training
- Gamma Technical Accreditation
- Datto Autotask & RMM Certification