Line Support Engineer

This role sits within the service desk function and acts as the technical escalation point for complex issues. You'll work closely with the 2nd Line team, resolving advanced technical problems across infrastructure, networking, cloud platforms and end-user environments while ensuring service levels are maintained., * Act as the escalation point for complex issues from the 2nd Line support team

• Troubleshoot and resolve infrastructure, network and desktop support incidents
• Manage support tickets through to resolution while meeting SLA targets
• Use remote monitoring and support tools to diagnose and fix technical issues
• Maintain accurate documentation for systems, incidents and solutions
• Work with third-party vendors to resolve incidents when required
• Share knowledge and solutions with the wider support team

• Around 3+ years' experience in a service desk or IT support environment
• Strong Windows 10/11 and desktop support experience
• Experience supporting Windows Server environments
• Good understanding of Microsoft 365 (Azure, Intune)
• Experience troubleshooting network connectivity issues (VPN, VLANs, WAN, WiFi, firewalls)
• Exposure to virtualisation technologies such as VMware or Hyper-V
• Experience with backup solutions and monitoring tools
• Strong problem-solving skills and ability to prioritise multiple tickets