Careers
Careers
We’re growing fast so we need good people
Come and join our team and help us achieve our vision of being the best IT Support company in Wales
2nd Line Support Engineer
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.
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