2nd Line Support Engineer

• Deliver professional Tier 1 and Tier 2 technical support, resolving end-user queries via remote tools or on-site visits
• Take full ownership of incidents and service requests, ensuring resolution within defined SLAs
• Manage an active ticket queue, documenting troubleshooting steps, updates, and current statuses
• Maintain accurate client documentation through established change processes
• Create and update internal knowledge base articles to support both engineering teams and clients
• Assess client IT systems and recommend performance or security improvements
• Proactively manage and maintain client systems including Microsoft Exchange, Active Directory, cloud storage, disaster recovery, and VoIP platforms
• Advise clients on hardware solutions including laptops, Wi-Fi access points, storage devices and more
• Liaise with third-party vendors to escalate and resolve hardware/software issues
• Install, configure and repair hardware, software, and peripheral equipment in line with specifications
• Maintain and upgrade networking hardware, including installing new units and implementing required modifications
• Research emerging technologies and contribute to client infrastructure upgrades
• Provide technical guidance to clients to enhance system performance and IT strategy
• Assist with project-related work including design, implementation, and testing

Our client is a growing Managed Service Provider, seeking a skilled IT Support Engineer with proven 2nd Line support experience to join their dynamic technical team. This is an excellent opportunity for an engineer passionate about delivering high-quality support across diverse client environments., * Strong knowledge of Windows 10/11 and macOS

• Hands-on experience with LAN/WAN/Wi-Fi networking, including troubleshooting and configuration Solid understanding of Windows Server 2012/2016/2019, Active Directory, DNS, DHCP, DFS, Hyper-V, ADFS, and 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