2nd Line Support Engineer

We are looking for a highly motivated and skilled Second Line Service Desk Engineer to join our growing team. As a key member of our support team, you will provide expert-level technical assistance to our clients by resolving complex IT issues, managing escalated service requests, and ensuring that systems and services run smoothly. You will play a pivotal role in maintaining our clients' IT environments, working closely with clients and internal teams to deliver excellent IT support., * Respond to and resolve technical incidents and service requests escalated from the First Line Service Desk, providing a higher level of technical expertise.

• Diagnose and troubleshoot complex hardware, software, networking, and application issues for a diverse range of clients, including multiple industries and IT environments.
• Provide technical support across a variety of platforms and services, including cloud solutions (Office 365, Azure), virtual environments, networking, and on-premise IT infrastructure.
• Perform root cause analysis on recurring issues and implement permanent solutions to improve service quality.
• Effectively communicate with clients to understand their issues, provide regular updates, and ensure a high level of customer satisfaction throughout the resolution process.
• Use service management tools to log, track, and prioritize incidents and service requests, ensuring accurate documentation.
• Collaborate with the Third Line Support team and other internal departments to resolve advanced technical issues and implement IT solutions.
• Perform system maintenance tasks, software updates, patches, and upgrades as part of ongoing client support and proactive services.
• Contribute to the development and maintenance of a knowledge base, ensuring documentation for common issues and solutions is up-to-date.
• Assist in the onboarding of new clients, helping to set up their IT environments and systems as part of the service transition process.
• Provide coaching and mentoring to First Line Engineers, helping them develop their technical skills and customer service capabilities.
• Support clients with IT security initiatives, ensuring compliance with industry standards and best practices.
• Collaborate with the Head of Technical Services & Project Team to carry out a wide range of client projects, from simple hardware refreshes, to full scale managed infrastructure.

Do you have a valid Driving Licence license?, Do you have experience in VoIP?, * Proven experience in a Second Line Service Desk role or IT support role within an MSP environment.

• Excellent technical knowledge across a variety of technologies, including:
• Microsoft Office 365, Exchange, and Active Directory.
• Networking (TCP/IP, DNS, DHCP, VPN, VLANs).
• Virtualization (VMware, Hyper-V).
• Cloud platforms (Azure, AWS, Google Cloud).
• IT security (firewalls, antivirus, endpoint protection).
• Excellent troubleshooting skills and experience managing multiple, complex IT incidents simultaneously.
• Strong communication skills, both written and verbal, with the ability to interact with clients and explain technical issues in a clear, non-technical way.
• ITIL Foundation certification (v3/v4) or similar IT service management framework knowledge is highly desirable.
• Experience with backup solutions, disaster recovery, and business continuity planning is a plus.
• A customer-focused mindset and a commitment to delivering high-quality IT services., * Ability to work independently, manage multiple tasks, and prioritize effectively in a fast-paced MSP environment.
• Problem-solving mindset with a proactive approach to identifying and resolving IT issues before they affect clients.
• Strong organizational and time management skills.
• Desire to continuously develop technical expertise and stay up-to-date with emerging IT trends.