2nd Line Engineer
Appcast Enterprise
Huntingdon, Cambridgeshire, United Kingdom
Full Time
Work from Home
Required skills
2nd Line Support
IT Infrastructure
Server Management
Virtual Machines
Troubleshooting
Fault Rectification
Incident Management
Problem Management
SD+ Ticketing
SLA Management
KPI Management
WSUS
SCCM
Microsoft Patching
Security Updates
Network Certification
Technical Documentation
Customer Support
Infrastructure Deployment
Communication Skills
Teamwork
Perks & benefits
Competitive salary; Remote working opportunity; Work on highly utilised secure systems; Technical development opportunities; Exposure to infrastructure projects; Collaboration with experienced engineering teams
Job description
Appcast Enterprise is seeking a 2nd Line Engineer to provide critical technical support within core services. The role involves fault rectification of incidents, supporting problem management, continuous service improvement (CSI), and change request (CR) activities. The engineer will manage and maintain highly utilised systems operating across different security levels, perform advanced troubleshooting, liaise with customers to resolve issues within agreed SLAs and KPIs, and support infrastructure reliability. Responsibilities include providing second-line technical support, managing servers and virtual machines to ensure high availability and performance, deploying new equipment, updating network certifications, resolving complex end-user issues, providing system training, implementing security best practices, responding to security incidents, collaborating with third-line engineers and application teams, completing SD+ ticket resolutions, performing periodic preventative maintenance (PPM), managing Microsoft and security patching using WSUS and SCCM, maintaining technical documentation, assisting with infrastructure configuration and deployment, and participating in infrastructure projects and change requests.
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