Job title 2nd Line Support Engineer Average Salary £28,000 to £31,000 (dependant on experience) Location Cardiff Reporting to TBC Department Support Team Job Summary We are looking for a dynamic and dedicated 2nd line support engineer to join our small team based in Cardiff. You will be responsible for providing technical support to a variety of clients. Ideally, we are looking for someone with over 2 years’ experience working in an IT support role and be able to provide examples of technical capability and knowledge. You will be required to work independently or as part of the support team. Duties and Responsibilities To take ownership of user problems, perform a technical diagnosis and fix the issue either remotely or on-site Work to SLA thresholds for incident(s), request(s) and problem(s) To work effectively and productively with senior 2nd line and 3rd line support To document all calls on the call logging system To maintain user security on all systems Supporting users in the use of Computer equipment by providing necessary training and advice To arrange for external support visit whenever problems cannot be resolved in-house Liaise with 3rd parties and suppliers Always maintain confidentiality Comply with current legislation and always respect the confidentiality of information in line with the requirements of the Data Protection Act Comply with any Quality and Environmental standards of the Company Adhere to all Company policies, procedures and business ethics codes Essential skills and qualifications Experience of troubleshooting / maintaining Servers and workstations from 1st to 2nd line  Knowledge of Networking / Backup Microsoft Servers 2003 - 2019 All aspects of Core Microsoft Products (Windows ADS, SQL Server, Exchange) Windows Desktop operating systems 7-10   Microsoft Office 2007 – 2019 Monitoring software experience Office 365 Management Purchasing - Quotes, vendor management Excellent communication skills Desirable Skills VMWare Virtualisation, Hyper-V, and Shared Storage Practices  Network - Firewall administration, Routing, Security, switches, Intrusion detection, WAN, LAN, VPN, Storage – SAN, NAS, RAID configuration.  Build and configuration of Dell servers (HW/SW including DRAC’s)  Administration of SharePoint Azure AD – Conditional Accessing, Bit locker recovery, 2FA management Misc. - maintain documentation, failover, Business Continuity Plan (BCP) and Disaster Recovery (DR)  Sophos Anti-virus Acronis Backup recovery MCSA / MCSE certification Opportunities In this role you will have the opportunity to develop your skills and knowledge to build on the desirable skills. There is also opportunity to progress within the organisation by developing your personal and technical skills with our support. About CCSW (Custom Computer Services Wales) We are a dynamic and expanding team of 10 based in Wales’s Capital, working with clients around the UK and Internationally. Our clients range from the third sector to hospitality groups with various requirements. The business is split into two functions offering support and development services and managed by Robert and Stephen Jones. We offer flexible working partnerships and bespoke services. Our values are to provide a personal, efficient and friendly service to all our clients however large or small. Hours and environment Your normal working week will be 35 hours per week Monday to Friday. You can be asked to work additional hours paid at the agreed rate of contract. You will be able to work from home and in a shared office space with access to free parking dependant on availability. Holiday entitlement You will receive 22 days paid annual leave plus bank holidays. Offices normally close over the Christmas period offering home working to respond to emergencies.

We are currently seeking a highly motivated individual to fill a Developer role. This position will require knowledge and skills including HTML, PHP, Python, SQL, Javascript and CSS. The CCSW team believes in full transparency, being flexible, reliable and being great team players. We are problem solvers, always ready to help and support each other and the organisation. We are therefore looking for people with similar traits.