Are you ready to take your IT skills to the next level and make a real impact? We’re looking for a proactive and customer focused 2nd Line Engineer to join our growing team!
As a 2nd Line Engineer, you will provide escalated support both in-house to Commercial’s 1st Line Team and to a wide variety of clients across a range of sectors. You will be responsible for monitoring and responding to tickets in the unassigned queue of our Helpdesk system within the Service Level Agreement. You will be a point of contact for tickets escalated from 1st Line and liaise with other departments if needed.
If you thrive in a fast-paced environment, love solving problems, and are passionate about providing top-tier IT support, this could be the perfect opportunity for you.
This role will involve a combination of working from our head office in Cheltenham, remotely from home and moderate travel to our client sites throughout the UK as and when required.
Please note applicants must be within a commutable distance to the South-West region and you will be required to hold a full UK driving licence.

ABOUT US

We are proud to be a successful, purpose-driven organisation that is on an exciting journey to achieve an annual turnover of £100m by 2025.
Commercial are business transformation specialists. We transform business impacts and experiences by applying original thinking to everyday practices.
We specialise in Managed IT, Smart Technologies, Managed Print Services, Technology, Interiors, Office Supplies, and PPE, Facilities and Workwear.
We invest in our people so they are experts in their field, excel within their environment and continue on a journey of growth and development, personalised to them.
We are #commercialbynature.

You will have experience with:

• Vmware ESX/ESXi and vCenter
• Exchange/365, Networking, Storage, Backup
• Active Directory, DHCP, DNS, Group Policy, WDS and WSUS
• Windows Server 2012, 2012 R2, 2016, 2019 and 2022.
• Office 365, including Exchange Online, Teams, OneDrive, SharePoint, Intune
• Citrix XenDesktop
• TCP/IP, VLAN, switching, routing and firewall configuration, VPNs and WAN environments
• SAN Technologie

It would also be beneficial but not a requirement to have experience of the below:

• Exchange 2013, 2016, 2019
• Microsoft Hyper-V and failover clustering
• Citrix NetScaler
• Two-factor authentication including Azure MFA and Silverfort.
• Corporate wireless systems including Meraki, Aruba and Meru
• Veeam Backup & Replication
• Sophos Anti-Virus
• Troubleshooting third party and/or bespoke applications
• Fortigate firewalls and security

• To maintain 2nd line support tickets correctly and keep the customer updated with progress every day
• Deliver exceptional service to both internal/external customers and stakeholders
• Pro-actively monitor the 2nd line support ticket queue ensuring tickets are actioned within SLA
• Take ownership of the entire support process end-to-end and be the primary customer liaison for the issue
• Build excellent customer relationships and ensure service excellence is delivered at all times
• Ensuring all knowledge documentation is created/updated/reviewed on a regular basis.
• Assist 1st Line Engineers with technical queries to further their knowledge
• Work with third party vendors including Microsoft, Citrix and VMware
• Attend customer sites when required, in order to deliver IT services, equipment as well as perform troubleshooting and fault resolution.
• Carry out regular server patching, preventative maintenance and disaster recovery reports to be created for clients when scheduled to do so.

You will have experience with:

• Vmware ESX/ESXi and vCenter
• Exchange/365, Networking, Storage, Backup
• Active Directory, DHCP, DNS, Group Policy, WDS and WSUS
• Windows Server 2012, 2012 R2, 2016, 2019 and 2022.
• Office 365, including Exchange Online, Teams, OneDrive, SharePoint, Intune
• Citrix XenDesktop
• TCP/IP, VLAN, switching, routing and firewall configuration, VPNs and WAN environments
• SAN Technologies

It would also be beneficial but not a requirement to have experience of the below:

• Exchange 2013, 2016, 2019
• Microsoft Hyper-V and failover clustering
• Citrix NetScaler
• Two-factor authentication including Azure MFA and Silverfort.
• Corporate wireless systems including Meraki, Aruba and Meru
• Veeam Backup & Replication
• Sophos Anti-Virus
• Troubleshooting third party and/or bespoke applications
• Fortigate firewalls and security.