2nd line Support Engineer

Reporting to the Service Desk Manager (based in the UK), the 2nd Line Support Engineer will be responsible for providing support to customers for the more complex and challenging tickets. You will be involved in various ITIL processes including problem, change, knowledge, and configuration management. From time to time, you may be required to support customers on-site (London-based).

?This role is office-based, working 5 days in our Holborn office Monday to Friday.

Responsibilities

• Deliver outstanding customer service through all types of communication:
• ?As part of a wider team, answer incoming calls from customers and create tickets, or route calls through to other engineers as required.
• Ensure accurate, consistent, and clear communication via tickets, emails, and over the phone.
• Ensure detailed notes and time entries within each ticket.

• Microsoft certification (or working toward): MS-102, AZ-104, SC-300.
• Background of working in a Managed Service Provider (MSP) or B2B environment, ideally supporting multiple clients.
• Networking knowledge (protocols, configurations, VLANs, VPNs, firewalls).
• Experience of working within the ITIL framework.
• Hands-on experience of working with cloud technologies such as Office 365 Enterprise (E3, E5, EMS)/Azure IaaS.
• Experience of core Microsoft services: Exchange, SharePoint, Teams, Active Directory, Entra AD, Intune, Autopilot
• Advanced troubleshooting experience of Microsoft Server and Desktop Operating Systems.
• Experience of working within Hyper-V and/or VMware environments.
• Experience with enterprise backup and recovery solution
• This position does require you in the office 5 days a weeks

A leading provider of professional services is seeking a solid and reabile 2nd Line Support Engineer due to an increase is workload and client demand.