IT Support Engineer (Level 2) - Cambridge

SoCode is partnered with a multinational information technology company which provides excellent software solutions across a number of industries. They are looking for an experienced Support engineer in Cambridge although some national and international travel may be required for this position.

Main Responsibilities

• Management of escalated Helpdesk support incidents within agreed SLAs through to completion,
• Provide service and support of the companies entire IT infrastructure in order to maintain optimum availability and communication,
• Help to review and improve the companies policies and procedures,
• Provide userbase training for skill transfer in IT service teams to improve first time fix rate,
• Maintain customer relationship to ensure understanding of their needs,
• Completion of projects vital to company’s IT infrastructure within the timescales and budgets.

Essential Knowledge & Experience

• Experience of Level 1 and up level 2 support and able to provide high level customer care and service,
• Strong IT and specialising desktop support knowledge,
• Advise and adopt new technologies,
• Demonstrate advance troubleshooting and configuration of c Windows Server & Desktop operating systems and Utilities, Office 365 & MS Back Office applications, Business Applications, Database, Anti-Virus and Backup. 

Will need a good understanding of …..

• Server hardware, Network Appliance, Cisco Switches/Routers, Brocade, desktop/laptop/tablet hardware.
• LAN/WAN/SAN, TCP/IP, DNS, DHCP, SNMP, Switching, VPN, Firewall - Checkpoint, Wireless, Fibre Channel/iSCSI, VOIP.
• Active Directory, Exchange, IIS, Hyper-V/VMWare vCenter/Other virtualisation Technologies, MDT, MS System Centre.
• Application Packaging, VB Script/Windows Scripting/PowerShell, Unified Communications, Skype for Business / MS Teams, Database Operations (SQL Server/Oracle).