2nd Line Support Engineer

You will be responsible for delivering high-quality IT support to a wide range of clients, ensuring systems run smoothly and issues are resolved efficiently.

• Performing daily checks on cloud-hosted platforms and customer systems
• Installing and configuring customer solutions
• Diagnosing and resolving software and hardware faults
• Managing helpdesk tickets with a proactive, customer-focused approach
• Keeping the helpdesk system updated with clear and accurate information
• Managing support queues and working to SLAs
• Following internal processes to ensure consistent service delivery

Do you have a valid Driving License license?, Do you have experience in macOS?, * You will need a minimum of 3 years' experience in a similar technical support role

• Excellent customer service and problem-solving skills
• Strong troubleshooting ability
• Excellent verbal and written communication skills
• A strong commitment to delivering outstanding customer service
• The ability to work both independently and as part of a team
• A proactive, "can-do" attitude and a genuine passion for IT
• A full UK Driving Licence and your own vehicle is essential

You must be able to confidently perform the following tasks:

• Support all versions of Windows desktop operating systems
• Install, maintain and troubleshoot software and hardware
• Work with Active Directory, file sharing, VPN, DNS
• Support Microsoft Office / Office 365 and Entra
• Manage email technologies and systems
• Support iOS and Android devices
• Work with antivirus and backup technologies
• Demonstrate networking, firewall and security knowledge
• Apple Mac OS experience would be an advantage, * similar technical support role: 3 years (required)

Licence/Certification:

• Driving Licence with access to your own vehicle (required)

Salary: £28,000 - £30,000 per year, depending on experience

Hours: Full-time, Monday to Friday, 9:00am - 5:00pm with a 30-minute lunch break. Some occasional out-of-hours work may be required., * 20 days holiday plus Bank Holidays

• Christmas shutdown period (no annual leave required, although support requests must still be responded to)
• Mileage allowance for site visits
• Occasional working from home
• Annual profit share bonus
• Company pension
• Free parking
• Modern and pleasant working environment
• Training provided as required
• Opportunities for progression as the company continues to grow, Job Types: Full-time, Permanent

Pay: £28,000.00-£30,000.00 per year

Benefits:

• Company pension
• Free parking

Application question(s):

• After reviewing the responsibilities in the advert, please briefly outline why you would be a good fit for this role

Our client has been supporting businesses for over 17 years, providing a wide range of IT solutions from antivirus to VOIP. They are proud to be trusted by their clients for their forward-thinking approach and dedication to delivering reliable, high-quality support.