2nd Line Support Engineer (M&A)

New Milton, Hampshire
FirstPort Property Services
External Job Advert Job Role: 2nd Line Support Engineer (M&A) Location: Remote Sector: Mainstay, Professional Services Hours: 35 hours per week -Monday to Friday 12 Months FTC As a 2nd line support Engineer, you will be contributing to Mainstay s vision to recognised as the market leading provider of services to the UK s property sector. Mainstay is a professional service organisation, that delivers business expertise and service across the property industry. Job Purpose You will be working to help the IT integration team to migrate the newly acquired business user to Emeria’s system by either travelling to new sites or doing it remotely. You will be also required to provide a hypercare period for the acquired business before handing them over to the BAU team Role Dimensions: This is an exceptional opportunity for an Individual with strong experience working within a big and complex environment with a solid understanding of Windows and Office 365. The Individual will be responsible for assisting the M&A team to manage day-to-day support issues for the acquired business with the experience and responsibility to resolve more complex Incidents and Problems. Key Responsibilities and Accountabilities: Provide 1st and 2nd Line IT Support (Helpdesk and Deskside) User administration within the following environments Active Directory Exchange Microsoft 365 Provide exceptional Service Support and Customer Service to the Acquired Business, via Deskside Support, Email and Telephone Provide solution(s)/work around(s) to Incidents and Problems Work to SLA thresholds for incident(s), request(s) and problem(s) Work as the first Point of contact for the newly acquired business. Help in IT integrations for the acquired business Issue equipment for new users Keep an updated record of all M&A IT assets Prioritising and Managing workload effectively, managing several open Incidents/Problems and mini projects simultaneously. Establishing and maintaining excellent working relationships with the Business and 3rd parties Supporting Users on both hardware and Software applications Desktop Laptop Builds Desk deployment Travelling to sites /offices all over the UK. Supporting over 1000 users all over the UK via email, telephone, face-to-face and remote.Skills, Knowledge and Experience: The ideal candidate will have a very high level of Customer Service experience and preferably be Microsoft certified and have spent a minimum of 3 years specialising in supporting Windows and Microsoft 365; As well as all the expected qualities of an experienced Support Helpdesk engineer. The below skills would be beneficial to the role. Exceptional Incident Management skills with the ability to identify the root causes and apply solutions to resolve Exceptional Problem Management skills, able to investigate trends, to apply a methodical approach to identify root causes and suggestions for the solution Exceptional Customer Service skills Proven experience working within IT service delivery Excellent troubleshooting and problem-solving skills Excellent ability to transfer knowledge within a team General Network administration and troubleshooting, TCP/IP and WAN/ LAN /Wi-Fi Working with and administering/supporting Microsoft (Microsoft 365, Azure AD, Office 365, Exchange 365, Autopilot, Intune). Using Active Directory to create and edit user accounts and groups, including resetting passwords, activating and disabling accounts. Creating and deploying group policies. Using PowerShell Creating and updating technical documentation. Configuring windows 10 and Outlook 365 Deploying policies and images using SCCM. Flexibility to travel between sites with short notice.The Benefits Our customers deserve the best and the same applies to our people. We ll support you with all of the technology, training and support that you need to do your job well. We offer competitive salaries and a range of benefit packages. In addition to the core benefits, we also offer a range of exclusive discounts on extra benefits to help you and your family make the most of your money, safeguard your future and look after your health. Diversity We re committed to promoting diversity at Mainstay and recruit on merit. We will consider applications from job share applicants. Ready to apply? Click the below apply button to start your application for this role. We will ask you to upload your CV and answer a few questions. You may also be asked to complete verbal and numerical reasoning tests online. If you meet the criteria for the role, we ll be in touch to arrange a short telephone interview and our shortlist of candidates will be invited to attend interviews with the hiring manager and up to three other key stakeholders