IT Support Engineer

As a Level 2 IT Support Engineer, you'll take ownership of escalated support requests, tackling complex technical challenges while delivering a first-class customer experience. You'll work closely with the Helpdesk team, providing mentorship and guidance, and play a crucial role in the successful delivery of IT projects.

This is not a back-room role. Think Cloud is looking for someone who thrives on human interaction, can explain technical issues in simple terms, and loves making clients feel supported and secure.

Job Duties Include:

• Resolving advanced service requests involving Microsoft's core applications, networking (Meraki, Ubiquiti), and vendor-specific hardware (e.g. Dell).
• Supporting cloud, hosted systems, VPNs, firewalls, Windows Virtual Desktop, and disaster recovery solutions.
• Managing escalations from the Helpdesk, communicating clearly with customers, and internal teams.
• Participating in project delivery with a keen eye on best practices and cybersecurity.
• Documenting processes and maintaining system records using ConnectWise.
• Helping develop the team by sharing knowledge and supporting junior engineers.

• 3+ years' experience in a Helpdesk or IT support role.

• Deep technical knowledge of Microsoft 365, Windows 10/11, Server 2016/2019, AD, DNS/DHCP, TCP/IP, and VPNs.

• Working experience with network infrastructure, including LAN/WAN, managed firewalls, switches, and wireless tech.

• Strong troubleshooting skills and ability to diagnose technical issues efficiently.

• Great communication and interpersonal skills - technical knowledge is important, but people skills are essential.

• Experience with applications like Sage 50, Sage Payroll, and Autodesk is a bonus. Desirable Certifications:

• NVQ Level 3 in IT or equivalent

• CompTIA A+ / Network+

• Microsoft Certified Professional

• Microsoft 365 (MS-900) or SC-900

• Google Workspace Admin Certification

• Competitive Salary: £26,000 - £30,000 per year
• 20 Days Holiday + Bank Holidays + Your Birthday Off
• Company Pension
• Company Laptop
• World-Class Training & Development
• Regular Team Events & Company Gatherings
• A great culture that genuinely values work-life balance and continuous improvement. If you're looking for a role where your technical expertise meets your passion for helping people, Think Cloud is the perfect place for you to grow and thrive.