2nd Line Technical Engineer

At Redsquid, we believe that the people who are brave enough to challenge the status quo and think they can change the world, are the ones that do… if you’re one of those people, keep reading! We’re all about making a difference to our customers with the use of technology. We’re an innovative provider of IoT, voice data, cyber, IT, cloud and technology services – our mission is to make our customers more productive, efficient and leaner, with scalable solutions that position them for success. We work with passion, innovation and integrity, as a team. These are the cornerstones of our approach and our culture – we’re purpose led, and we recruit exceptional people who share our values.

The role will cover responsibility for a variety of IT issues for users, some of which will be straightforward, with some requiring investigation and problem solving.

On a day-to day basis, you'll be:

Diagnosing and resolving a wide range of IT issues for customers remotely.
Building, installing,configuring troubleshootinghardware and software solutions.
Acting as the escalation point for our 1st line engineers.
Keepingall backend systems up to date.
Ensuring that customer information and documentation on our systems isaccurate.
Providingproactive advice on bestpracticeand approaches for our customers.
Supporting onproject delivery work as needed.
Consistentlydevelopingyour skills and knowledge.
Sharing specialist skills and ways of working across the team.
Achieving response and fix times within our SLAs.
Occasionallyvisitingcustomer sites on an ad-hoc basis asrequired, for installs or onsite work.

What you'll be aiming for:

Consistently positive customer feedback.
First timefix forissues whenever possible.
Response times always within SLAs.
Fix times within SLAs consistently.
Strong customer relationships.

Experience skills: At least 2 years in a full 2nd Line technical support engineer position, with 5 years experience in a technical support role overall. In-depth understanding of how to deliver outsourced IT support services to remote users in a variety of businesses. Experience with M365 platform–essential. Strong working knowledge of Microsoft Office products – essential.

Other skills, knowledge experience: Office 365 – Exchange, SharePoint, Intune – Setup and Deployment Azure – VM Setup, AVD Settings Server Management Active Directory Hyper-V Replication ADConnectServices

Who you are: You are an experienced engineer, who is customer-focused, motivated, trustworthy and with strong communication skills (both verbal and written). You are able to work accurately and quickly, as the pace is fast here, with a high level of technical expertise. You will always respond proactively to customers, always look for solutions to problems, and have the ability to manage multiple tasks at once.

2nd Line Technical Engineer