2nd Line Support Engineer

We are seeking an experienced and highly skilled 2nd Line Support Engineer who is looking for a new challenge to join our technical team in this exciting new role. This position involves managing and resolving support tickets through our service desk as well as working on client sites when required. You'll be supported by our senior engineers when required to ensure efficient resolution of service requests. This position is ideal for a proactive, adaptable individual who enjoys working in a collaborative environment and is focused on providing the highest level of support to our customers. Must be able to commute to our central London office on a daily basis.

The role offers huge scope for personal development as you will grow from internal support to external field engineering - working alongside and learning from some of the most respected network & Wi-Fi specialists in our field.

Key Responsibilities

• Troubleshoot and resolve IT issues including hardware, software, networks, etc.
• Provide remote and onsite technical support to our clients.
• Monitor and respond to support tickets within agreed SLAs.
• Escalate unresolved issues to the 3rd Line Support team.
• Create and maintain up to date documentation of issues and resolutions.
• Install, configure and document software and hardware systems.
• Maintain high standards of customer service.
• Participate in onsite IT projects including system upgrades, migrations, and deployments.

• OS: Windows 11, Windows Server (2016 and above).
• Systems: Entra ID, Active Directory, 365 Admin, Azure, SCCM, Intune, Hyper-V, VMware, IP telephony, etc.
• Networking: Advanced Wi-Fi networking, TCP/IP, DNS, DHCP, VPNs, VLANs, firewalls, switches/routers.
• Remote Access tools: TeamViewer, AnyDesk, RDP, etc.
• Monitoring Systems: PRTG, SolarWinds, Ninja One, etc.
• Scripting: PowerShell, * Minimum 2 years experience in a similar role
• Demonstrable knowledge of networking, operating systems, and hardware troubleshooting
• Experience with help desk software and ticketing systems
• Strong Understanding of security protocols and data privacy
• Ability to diagnose and resolve issues efficiently
• Experience working within the hospitality industry would be a distinct advantage. As would experience working with any of the following manufacturers equipment and systems: - Ruckus, WatchGuard, Barracuda, Veeam, HPE, Fortinet; Meraki; Nevaya; Verkada; Microsoft
• Experience working within a managed service provider (MSP) or IT consultancy setting is highly desirable.
• Knowledge and experience of ISO27001 & ISO9001 accreditations would be desirable.
• Degree in IT, Computer Science, or related field desirable.
• Any formal IT related qualifications such as CCNA, Microsoft MCSA, Azure Fundamentals is desirable.

Soft Skills

• Strong problem-solving and analytical thinking.
• Strong interpersonal and communication skills are essential for this role, with a collaborative approach to client interactions.
• Ability to work under pressure and manage priorities.
• Team player with a customer-service focus.
• Willingness to learn new skills and technologies and develop career.
• Willingness to attend client sites when required and assist with projects.

Fairland have over 20 years of delivering IT Infrastructure Solutions within the Hospitality arena, specifically with large hotels & groups across the UK & Europe. This experience & knowledge enables us to understand how best to design, configure, implement & support the right solution for our clients. Fairland also understand the products on the market for clients looking to implement solutions such as large hotel Wi-Fi from the Tier-1 vendors & we have made the strategic decision to align & invest our time and resources to become Ruckus Elite partners - this is recognition of the very high skill levels of our consultants. Fairland are now a premier IT partner to boutique and smaller hotel groups delivering IT Networks, Wi-Fi, IPTV, IP Phones & CCTV - delivering solutions from design, supply, implementation, support & management - working collaboratively with our clients to ensure their guests have a seamless experience during their stay.