2nd Line Support Engineer

Job Description

Digitalent are really proud to be working with an innovative and expanding consultancy specialising in Information Management and Governance. They work with best of breed software products and offer ongoing services to public, private and third sector organisations, helping to create, capture, store, manage, share and preserve information and data in a secure and compliant way.

As an experienced IT Support professional you will join an existing Solutions Support Team in a rapidly growing and innovative company working with clients across Finance, Insurance, Legal, Pharma and Retail. They are enjoying a period of growth both in terms of the volume of work and the range of services they provide so they are now on the lookout for their next SuperStar!

This role focuses on excellent customer service and client support delivery, you will be the escalation point for all internal and external support queries resolving technical issues in a prompt and professional manner. You will use your great people and problem solving skills to work independently, maintaining and monitoring managed services.

Ideally, you will be an existing iManager/MicroFocus/M365 Support Engineer ready to diversify into other information governance software and solutions.

This role is a hybrid position, 2 days in their Central London office, 3 days remote - you may be required to travel to customer sites as and when required 

What your day could look like:

• Respond to 2nd line support issues via our support ticketing system, phone or face to face.
• Support the maintenance and monitoring of managed services.
• Assist 1st line support in resolving their issues through knowledge transfer and collaboration.
• Update the ticketing system, ensuring all notes, progress and required actions are input promptly and accurately.
• Work with the Support Manager to ensure any recurring technical issues are addressed and any training or documentation requirements are identified and implemented
• .Continuously improve knowledge and understanding across the various software technologies supported by the team, working collaboratively with colleagues to identify ways to innovate and improve delivery and processes.
• Always maintain a strong customer focus, building strong relationships with clients and partners.

A little about you:

• Proactive and self-starter – works well independently and as part of a team
• Excellent written/verbal communication
• Excellent time management and decision-making skills
• Can-Do approach to a wide and rapidly changing environment
• Previous experience in IT or Support roles – minimum of 2 years
• Analytical mind with excellent data collection and analysis skills
• Ability to interpret functional matters into technical concepts and outcomes and vice versa
• Strong presentation skills
• Experience in the following software and technologies is advantageous:
  Active Directory & Group Policy
• iManage Work / Records Manager
  Micro Focus Content Manager / TRIM
  Micro Focus ControlPoint / IDOL
  Microsoft Azure
  Microsoft 365 – specifically SharePoint
  Microsoft SQL Server and T-SQL
  Microsoft Windows 10
  Microsoft Windows Servers
  PowerShell Scripting
• Bachelor’s degree (2:2 or above) or industry relevant certifications
• ITIL certification or understanding of principles is expected 
• Microsoft (Azure / 365 /Windows) certifications are expected
  iManage and Micro Focus certifications are advantageous