2nd Line IT Support Engineer

You'll be the face of our technical support service-resolving issues in person and remotely while maintaining outstanding customer satisfaction. Your day-to-day will include :

Delivering Tier 1 & Tier 2 technical support professionally and efficiently

Troubleshooting issues remotely and on-site, escalating to Tier 3 when needed

Owning and resolving queries within agreed SLAs

Managing your ticket queue and documenting every step

Maintaining accurate client records and configuration changes

Creating and updating knowledge base articles for both clients and fellow engineers

Recommending IT system improvements and evaluating client infrastructure

Proactively managing Microsoft Exchange, Active Directory, cloud storage, DR, VoIP and more

Advising on hardware solutions (laptops, WAPs, storage devices, etc.)

Working with third-party vendors to solve software and hardware problems

Installing, repairing and configuring hardware, software and peripherals

Maintaining and modifying networking equipment and systems

Researching new technologies and recommending enhancements

Supporting IT projects-from design to implementation

You're confident, client-focused and technically sharp, with :

Strong hands-on experience with Windows 10 and macOS

Solid understanding of LAN / WAN / Wi-Fi networking

Proficiency in Windows Server 2012 / 2016 / 2019 and technologies like :

Active Directory, Hyper-V, DNS, DHCP, DFS, ADFS, FAP

Knowledge of PC setup, TCP / IP networking and system configuration

Experience with cloud platforms such as Office 365, Google Workspace, AWS or Azure

Ability to troubleshoot client-side apps (e.g. Microsoft Office)

Advanced problem-solving skills with a proactive mindset

Exceptional written and verbal communication, with confidence speaking to users at all levels