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, 2nd Line IT Support Engineer Benefits:
• Hands-on, varied workload no dull days
• Direct client interaction and real impact
• Opportunity to shape IT systems and suggest improvements
• Involvement in exciting infrastructure and implementation projects
• Supportive, collaborative technical team

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 (eg Microsoft Office)
• Advanced problem-solving skills with a proactive mindset
• Exceptional written and verbal communication, with confidence speaking to users at all levels