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Server Support Consultant - 2nd Line

Newcastle upon Tyne
23 Sep 2022
About the role;

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As a Server Support Consultant for 2nd Line you will be a strong problem solver with great communication skills who has experience resolving complex infrastructure issues and dealing with escalations. You will feel comfortable remotely diagnosing, troubleshooting and resolving tickets in relation to issues with customer infrastructure such as Networking issues, Firewall configuration and storage solutions along with proven experience in dealing with windows server infrastructure. The ability to work in a high paced environment is essential.
To be successful in this role you will take pride in providing an exceptional customer experience whilst having the ability to think logically and solve problems as part of a team or as an individual. As well as infrastructure work there will be times when you will need to provide end user desktop, including but not limited to dealing with third parties for application support, VPN connectivity and general end user troubleshooting. Backup experience in varying technologies would be preferable but not essential.
This is a hybrid role so you will be expected to work from our office a few days per week for regular team collaboration time. Regular travel to customer sites may also be required.
Who are we?
TSG (Technology Services Group) are a Managed IT Services provider servicing businesses UK Wide. At TSG our people have a passion for delivering exceptional customer service, something which is proven in our consistent world class NPS score of +80. Our values are based around Quality, Ownership and Passion and these sit at the core of our business, helping us to achieve our mission.
Why should I work for TSG?
It is our people that make TSG what it is and a great place to work. We put a lot of work in to creating a trusted, open, fair culture and as a result, we have been named as one of the UKs Top 100 Best Large Companies' and one of the Top 50 Technology Companies' to work for. In addition, we have been awarded a 2 star accreditation for Outstanding' employee engagement.
Here's why;
Our open and honest culture where feedback is taken on-board and acted upon
The monthly wellbeing check-ins we complete with all staff and the support provided off the back of those where needed
Our social events. In addition to regular virtual quizzes and other ad hoc team building events, we launched the very first TSG Festival' in 2021, Team TSG's feedback was so positive that we have another amazing all staff festival arranged for 2022
Two paid CSR days per annum that you can use towards giving something back
Our charity fundraising - TSG have raised over £20,000 in the last 2 years for our current chosen charity Mental Health UK. We have also recently launched our very own TSG Foundation'
Our responsibility as a business to the environment as we are working towards becoming a net carbon zero business
Flexible working policy
Relaxed dress policy
Excellent progression opportunities, training and support, including recognised qualifications
Job responsibilities will include, but are not limited to;
Ensuring customer tickets are responded to within SLA
Communicating with customers regularly with regards to their incident/change request
Diagnose and resolve incidents using TSGs remote access tools and verbal instructions
Updating TSGs ticketing system and technical information repository with detailed notes
Liaise with partners and third parties to aid in the resolution of incidents
Act as an escalation point for Service Desk Agents, Apprentices and more junior 2nd line engineers
Maintain a high-quality service to our customers
Assist with the mentoring and coaching Service Desk Agents, Apprentices and more junior 2nd line engineers
Assist in the creation of best practice, new user and leaver guides
Knowledge, Skills & Experience;
An excellent knowledge of a server and networked environment
Virtualisation experience
Strong desktop support experience
Understanding of Firewall, anti-virus and other security technologies
Experience with Microsoft Exchange and Office 365
Good customer service skills and the ability to handle customers' needs effectively in a variety of circumstances
Ability to tailor style of coaching and training based on individual's needs
Ability to build relationships with the wider business
Excellent telephone manner.
A good understanding of firewall technologies
Excellent problem solving and analytical skills with a confident pro-active approach to work
Ability to work in a fast paced team environment as well as individually when required
Strong communication and knowledge sharing skills
Good attention to detail with the ability to maintain a consistent approach
A minimum of 3 years' server and 5 years desktop experience is desirable
Experience working with Cloud based backup solutions
A good understanding of on-premise Backup technologies
Hosted telephony experience
Routing and Switching
Enterprise Anti-Virus software, e.g. Sophos
Knowledge on storage (SAN, NAS etc)
Company bonus scheme
25 days annual leave + public holidays
Life assurance 4 x Salary
Contributory pension scheme at 4% matched
Perkbox discounts
Paid CSR Days
Company sick pay
Income protection cover
Enhanced Maternity and Paternity pay
Home-based and hybrid opportunities
Long service benefits including increased annual leave accrued with service
Cycle to work scheme
Employee recognition scheme
If this sounds like the role for you, please apply today to be considered.
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  • Job Reference: 719470446-2
  • Date Posted: 23 September 2022
  • Recruiter: Technology Services Group
  • Location: Newcastle upon Tyne
  • Salary: On Application