2nd Line Engineer

You will provide advanced technical support to our clients, ensuring timely resolution of escalated issues and maintaining high service standards. This role is due to growth, and you need to be able to hit the ground running from the get-go!

You'll be supporting a wide range of external clients, resolving technical incidents across hardware, software, network connectivity, and applications. This is a hybrid position, and there will be times when you'll need to provide on-site support from the Chesterfield office or at customer sites., * Incident & Problem Management:

• Handle escalated tickets from 1st Line support and resolve complex technical issues.
• Diagnose and troubleshoot hardware, software, and network problems.
• Document solutions and update knowledge base for future reference.

• Client Support:

• Deliver remote and occasional on-site support for client environments.
• Communicate effectively with clients to ensure clear understanding and resolution of issues.

• System Administration:

• Manage and maintain Windows Server environments, Active Directory, and Group Policies.
• Support Office 365 administration, including Exchange Online and Teams.
• Perform routine maintenance and patching of client systems.

• Networking & Security:

• Configure and troubleshoot firewalls, routers, and switches
• Assist with security best practices and compliance requirements.

• Escalation & Collaboration:

• Work closely with 3rd Line engineers and vendors for complex issues.
• Provide feedback to improve processes and service delivery.

• At least 2 years proven experience in a 2nd Line support role within an MSP environment.
• Strong knowledge of:

• Windows Server
• Virtual Environments (VMWare)
• SQL Server
• MS Windows
• Networking LAN, WAN, VPN and Wireless
• Active Directory
• Antivirus
• Office 365 administration
• Networking (TCP/IP, DNS, DHCP)
• Firewalls (NAT/PAT/ACL's)

• Excellent troubleshooting and problem-solving skills.
• Relevant certifications (e.g., Microsoft, CompTIA Network+) are desirable.