Job Description

POST:

Level 2/3 Support Engineer

DEPARTMENT:

Support

LINE MANAGER:

Support Team Manager

Employment Status:

Full Time, Permanent

BASE:

Medhurst Communications Limited, 17 Brunel Way, Segensworth East, Fareham, PO15 5TX


The post holder will be required to work at off-site locations as required.

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DEPARTMENT FUNCTION

The primary function of the Support team is to provide 1st, 2nd and 3rd line telephone, remote and on-site support services to our client base and internal staff.



The Support team also supports and is an escalation point to the Managed Services engineers on-site. The team also encompasses everything from remote Helpdesk support to assisting other departments with project installations.

JOB PURPOSE

To provide 1st - 3rd line telephone and remote technical support to all Medhurst Customers. Provide Technical Lead for assigned Support customers Provide level 2/3 support to Managed Service onsite technicians To ensure the ICT needs of all clients are met in relation to their working practices and expectations. Support and development of level 1 engineers

KEY ACCOUNTABILITIES

To provide 1st - 3rd line telephone and remote technical support to all Medhurst Customers. Utilise the Helpdesk System provided to manage all support tickets and tasks + Monitor information boards to ensure tickets in the 3rd line queue are actioned in an appropriate time
+ Be aware of all tickets escalated to 3rd line, whether from colleagues in the same department or on client sites, and prioritise according to severity and impact to client
+ Ensure all tickets assigned to you are up to date at all times
+ Provide detailed and relevant information on tickets before closing or re-assigning to other colleagues or departments
Assist with maintaining and developing systems and processes used for continual improvement. Update technical records and knowledge Base entries as appropriate Communicate with your colleagues to assist them and help them to develop Act as Technical Account Manager for select Support Customers: + Tickets ownership and escalation point
+ Input into the strategic planning and awareness of upcoming actions
+ Support the Ticket Coordinator where needed, actioning monitoring alerts
+ Standardising setups including, but not limited to; BCDR, Deployment, Networking, policies and processes.
+ Create/adapt/maintain documentation - support information, BCDR Plan, Policy documents, Risk Register
+ Regular onsite visits to assigned Managed Services customers
+ Occasional onsite visits as required
+ Provide urgent onsite support
Provide technical assistance to Level 1 and 2 Support staff, including: + Training where required or passing requirements to Resource Manager
+ Escalation point
+ Ensuring that technical procedures are followed
Change Management Incident Management Problem Management Report/escalate/highlight issues or concerns to Support Team Manager to support continual improvement Support Onboarding Lead for new customers + Carry out Initial Audit and document for the rest of the team to support the customer.
+ Provide recommendations to standardise the existing configuration where required - e.g. Veeam / SCCM / Windows Updates
Manage your working time effectively Answer phone and pick up tickets from 1st and 2nd line as workload requires ensuring issues raised by phone are logged on the helpdesk Be polite and courteous to all clients at all times Be ready to start work at your allotted time Adhere to all department and company Information Security, Quality and Health & Safety and Environmental policies and procedures at all times

EXPERIENCE

Essential:

Microsoft Operating Systems - server and client devices Virtualisation + Hyper-V configuration and troubleshooting
+ VMWare configuration and troubleshooting
SAN including SAS and iSCSI connectivity Networking experience + Wired and wireless networks configuration and troubleshooting
+ RADIUS/NPS
+ VLAN management
+ VPN management
+ Firewall policy
Microsoft 365, Azure and Exchange Online Microsoft Intune Google Workspace Security and information management User provisioning including AD Connect/other mechanisms Management of SharePoint and Teams Active Directory & Group Policy SCCM/MDT/WDS + Creation of images and task sequences
+ Application deployment
+ Managing distribution point services
Backup/Restore + Veeam B&R including cloud
Internet filtering + Filtering policies
+ HTTPS inspection
+ Safeguarding Reporting
+ Proxy authentication
Advanced Troubleshooting Server Hardware Troubleshooting complex network issues Mobile device management Ability to work as part of a team Excellent communication skills, including: + Interdepartmental level (Support, Sales, Projects)
+ Onsite support staff
+ Peer level
Ability to work collaboratively in a fast-changing and flexible environment Ability to prioritise activities and tasks effectively Proven track record in the delivery of high-quality customer service Experience of Business Management Systems

Desirable:

Experience of providing support into an Education environment ITIL (or similar) to minimum foundation level Process and Quality Management Good commercial awareness Educational software MIS/Parent Portals

REQUIREMENTS

Fluent in English Advanced knowledge of Microsoft Office packages Willingness to travel

GENERAL

Manage priorities and working time effectively Where necessary clarify priority with Line Manager Perform Regular Tasks as assigned Reporting any issues (procedural and otherwise) to Line Manager Report identified improvements to Line Manager Be polite and courteous to clients at all times and present positive image Adhere to all company policies including Health and Safety, Quality Management, Information Security and Environmental Adhere to all company procedures You maybe required to carry out duties outside of this role

Equal Opportunities Statement:

Medhurst Communications is an equal opportunities employer. We are determined that no job applicant or employee receives less favourable treatment on the grounds of sex, gender re-assignment, sexual orientation, religion or belief, marriage or civil partnership, age, race or disability. All information will remain confidential to Medhurst and will be handled in accordance with the requirements of the Data Protection Act and GDPR

Safeguarding and Health and Safety

Medhurst provide services to the education sector and as such are committed to safeguarding and protecting the welfare of children and young people. We expect all staff to share this commitment. We will carry out an enhanced DBS check on all staff and continued employment with Medhurst could be affected by the results of the DBS check. You may also be required to attend Safeguarding Training should the company decide this is necessary at any point.



The post holder must carry out all duties and responsibilities with reasonable care for the health and safety of yourself and any other persons who may be affected by your acts and omissions at work, and to cooperate fully with Medhurst Communications Ltd in health and safety and information security matters.