Second Line Support Engineer

Lyon is a start-up mentality organisation based in Monument and currently serving over 2000 users and 100+ companies. We are a dynamic and fast-growing company that truly values and is reliant upon our people, our culture and a commitment to excellence we call Service Obsession. Being the best means having the best people, and getting the best people means being the best place to work.

An opportunity has arisen for an experienced Second Line Engineer to join the team in our London office, providing unparalleled service excellence to our clients across the UK and internationally.

Skills;

• You will have good knowledge of Servers/Workstations Hardware (Dell, HP, SuperMicro).
• Windows Server Support (Full range of roles and features).
• MAC skills are essential, Addigy MDM is a plus.
• Networking Protocols (TCP, IP, DNS, DHCP) and Devices including Switches, Routers and Firewalls.
• Microsoft 365 Exchange, Microsoft SharePoint Online, Google Apps and Amazon S3
• Experience of working within the creative (Architectural, Engineering, Construction or Media) industry sector would be a plus.
• Knowledge of Backup Solutions such as Veeam would be a plus.
• Server Virtualisation (HyperV, VMware) is a plus.

This role would require you to have;

• Minimum 2+ years of working with an IT managed service provider
• Excellent communication skills and experience working on client site / completing client visits
• Excellent Troubleshooting Skills
• A keen mind for technology and to be a fast learner that is enthusiastic about helping users
• Confident communication skills across phone, email and face-to-face
• Sound organisational abilities, being able to prioritise workloads
• Ensuring SLA’s are met; time to respond, time to resolve and first-time-fix.
• A willingness to gain relevant qualifications and accreditation's

Your role would involve;

• Providing excellent customer service to external clients, up to a senior level
• Acting as an escalation point for the service desk team
• Pro-active project contribution / implementation including liaising with clients and colleagues
• Troubleshooting problems by telephone, remote access and on-site visits
• Ad hoc and planned mentoring of technical colleagues
• System builds, configuration and installation
• Diligent documentation and time-keeping

The Package;

• Working hours will be 40 hours a week during standard business hours (Monday – Friday, between 08:30am – 17:30pm UK time)
• Offices located in London (near Monument)
• Hybrid working, 3/2 split with 3 days a week in the office
• Package dependent on experience
• 22 days’ annual leave - increasing up to 25 days for years of service
• Monthly team events and lunches out of the office
• Continual professional development plans
• Loads of social activities!