2nd Line Engineer MSP

Work for one of the UK’s leading technology specialists, proudly recognised as a World Class Place to Work by Best Companies, a nationally respected benchmark for employee engagement and workplace excellence. They were also ranked as the #1 Technology Company to Work For in the UK, reflecting culture, our people, and our commitment to being an employer of choice.

Primary Purpose:

The Tier 2 team are tasked with supporting, investigating, and resolving our MSP client’s IT-related systems and making sure all issues are dealt with in a timely fashion., * Being the first point of contact for all incoming support calls, emails, and sessions - when necessary

• Being an escalation point for all escalations coming from apprentice, and Tier 1 engineers
• Ensuring all forms of support call are logged in the system and the client is kept updated
• Manage incidents and request tickets ensuring established SLAs are met
• Providing support to our clients
• Help the Tier 2 Manager with continued business improvements
• Provide support to the apprentice, and Tier 1 engineers
• Manage/Maintain all escalations from the apprentice, and Tier 1 engineers
• Communicate daily to clients with open tickets
• Managing the client’s expectations with ongoing tickets
• Ensure all client related problems are logged correctly
• Inform the Tier 2 Manager of any tickets requiring escalations
• Working with client’s 3rd party suppliers and vendors when appropriate
• Adhere to all company policies and procedures
• Ensuring that all role related KPI’s are met
• Logging, managing, and resolving client IT issues
• Maintain and improve cloud infrastructure
• Composing Requests for Change
• Manage all client on/offboarding’s, ensuring all tasks are complete
• Maintain all client documentation ensuring it is relevant
• Undertake any other reasonable duties as required to meet the needs of the business

Minimum:

• Excellent knowledge in Windows 11 installation and configuration
• Excellent knowledge with MacOS installation and configuration
• Excellent knowledge with Microsoft 365 administrative suite - Intune/SharePoint/Teams/Exchange/Entra ID etc…
• Exposure to Email filter technologies - Mimecast/Barracuda/Sophos Email Gateway
• Exposure to Microsoft Server OS and server roles - 2016/2019/2022/2025
• Exposure and troubleshooting knowledge with networking related items - firewalls/switches/wireless etc…
• 2+ years’ experience working with medium-large businesses
• Excellent knowledge of user & group management (on-premises/Entra)
• Excellent knowledge of scripting and RPA automations
• Ability to learn on your feet
• Strong communication skills
• Excellent troubleshooting and problem resolution skills
• Excellent customer experience
• Positive attitude to work
• Strive to continuous improvement
• Able to work independently under pressure
• Minimum of 3 years’ IT experience in a corporate or services environment
• Driving license and own transport
• Ability to obtain DBS certificate

Desirable:

• Sophos Central/XG Firewall Certifications (Engineer or Architect)
• Microsoft MS-102, MD-102, MS-700, AZ-900 Certifications
• Apple Certified Support Certifications
• Comptia A+
• Wireless management - Ubiquiti, Meraki, etc…
• Group policy/Intune policy management - deployment or management

Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer.