- Company Name
- Langland Consultants Ltd
- Job Title
- 2nd Line Support Engineer/Service Desk Analyst
- Job Description
-
**Job Title:** 2nd Line Support Engineer / Service Desk Analyst
**Role Summary:**
Provide tier‑2 technical support for desktops, servers, networking and cloud services. Resolve escalated incidents, implement configurations, and document solutions while ensuring adherence to service level agreements.
**Expectations:**
- Handle escalated issues from 1st‑line support and user calls.
- Achieve incident resolution within SLA.
- Maintain and improve internal knowledge bases and documentation.
**Key Responsibilities:**
- Diagnose and fix problems related to Windows (7/10), Windows Server (2008/2012), Active Directory, Exchange, Office 365, VMWare, IIS, and common desktop applications.
- Install, configure, and troubleshoot hardware, laptops, switches, firewalls, and network services (TCP/IP, DNS, DHCP).
- Conduct initial incident investigations, perform root‑cause analysis, and coordinate escalations beyond 2nd line.
- Monitor system health via SolarWinds and other monitoring tools.
- Document incident resolutions and recommend best‑practice solutions.
- Engage with service desk leadership on major incidents and improvement initiatives.
**Required Skills:**
- Proficiency with Active Directory, Windows 7/10, Windows Server, Exchange, Office 365, and VMWare.
- Strong understanding of networking fundamentals (TCP/IP, VLAN switching, DNS, DHCP).
- Experience with system imaging, laptop/desktop builds and hardware troubleshooting.
- Ability to interpret and create technical documentation.
- Excellent customer‑service orientation and problem‑solving skills.
**Required Education & Certifications:**
- Degree or diploma in Information Technology, Computer Science, or related field, or equivalent professional experience.
- Relevant certifications preferred (e.g., Microsoft Certified Solutions Associate/Professional, VMware Certified Professional).