Technical Engineer - 2nd Line

At Redsquid, we believe that the people who are brave enough to challenge the status quo and think they can change the world, are the ones that do… if you’re one of those people, keep reading!

We’re all about making a difference to our customers with the use of technology. We’re an innovative provider of IoT, voice & data, cyber, IT, cloud and technology services – our mission is to make our customers more productive, efficient and leaner, with scalable solutions that position them for success.

We work with passion, innovation and integrity, as a team. These are the cornerstones of our approach and our culture – we’re purpose led, and we recruit exceptional people who share our values.

The role will cover responsibility for a variety of IT issues for users, some of which will be straightforward, with some requiring investigation and problem solving.

On a day-to day basis, you'll be:

• Diagnosing and resolving a wide range of IT issues for customers remotely.
• Building, installing, configuring & troubleshooting hardware and software solutions.
• Acting as the escalation point for our 1st line engineers.
• Keeping all backend systems up to date.
• Ensuring that customer information and documentation on our systems is accurate.
• Providing proactive advice on best practice and approaches for our customers.
• Supporting on project delivery work as needed.
• Consistently developing your skills and knowledge.
• Sharing specialist skills and ways of working across the team.
• Achieving response and fix times within our SLAs.
• Occasionally visiting customer sites on an ad-hoc basis as required, for installs or onsite work.

What you'll be aiming for:

• Consistently positive customer feedback.
• First time fix for issues whenever possible.
• Response times always within SLAs.
• Fix times within SLAs consistently.
• Strong customer relationships.

Experience & skills:

• At least 2 years in a full 2nd Line technical support engineer position, with 5 years+ experience in a technical support role overall.
• In-depth understanding of how to deliver outsourced IT support services to remote users in a variety of businesses.
• Experience with M365 platform – essential.
• Strong working knowledge of Microsoft Office products – essential.

Other skills, knowledge & experience:

• Office 365 – Exchange, SharePoint, Intune – Setup and Deployment
• Azure – VM Setup, AVD Settings
• Server Management
• Active Directory
• Hyper-V Replication
• ADConnect Services

Who you are:

You are an experienced engineer who is customer-focused, motivated, trustworthy, with strong communication skills (both verbal and written).

You are able to work accurately and quickly, as the pace is fast here, with a high level of technical expertise. You will always respond proactively to customers, always look for solutions to problems, and have the ability to manage multiple tasks at once.