2nd Line IT Support Engineer

Working as the 2nd Line IT Support Engineer, you will provide technical support to a diverse client base, resolving escalated incidents and service requests across hardware, software, operating systems, user access, networking and Microsoft 365 environments.

As the 2nd Line IT Support Engineer, you will work within agreed SLAs, communicate clearly with technical and non-technical customers and support client projects, migrations, upgrades, deployments and system improvements., Your duties as the 2nd Line IT Support Engineer include:

• Providing Technical Support: Deliver 2nd Line support to a diverse range of clients across different systems, environments and business sectors

• Managing Escalated Issues: Take ownership of escalated incidents and service requests through to resolution

• Meeting Service Levels: Work within agreed SLAs and customer service expectations

• Troubleshooting IT Problems: Resolve hardware, software, operating system, network and user-access issues

• Supporting Microsoft 365: Provide support for Exchange Online, Outlook, Teams, SharePoint and OneDrive

• Managing User Access: Troubleshoot user accounts, permissions and access within Microsoft Entra ID and Active Directory

• Supporting End-User Devices: Support Windows 10/11 desktops, laptops, Mac devices and other end-user equipment

• Resolving Network Issues: Troubleshoot TCP/IP, DNS, DHCP, Wi-Fi, VPN and general connectivity issues

• Checking Backups: Complete backup checks and remediate failed backup jobs

• Deploying IT Equipment: Assist with the deployment, configuration and maintenance of PCs, laptops, peripherals and other IT equipment

• Maintaining Documentation: Keep client documentation, technical notes and knowledge bases up to date

• Supporting Client Projects: Assist with migrations, upgrades, deployments and system improvements

• Guiding Colleagues: Provide technical guidance and support to 1st Line colleagues where appropriate

This is an exciting opportunity for a motivated 2nd Line IT Support Engineer who enjoys solving technical problems, taking ownership of issues and delivering excellent customer service., * Previous experience working in a 2nd Line IT Support role. Any 3rd Line Technical Support would be highly desirable

• MSP experience would be ideal

• Strong experience supporting Windows 10/11 environments

• Good working knowledge of Microsoft 365 and its core services

• Experience with Active Directory and/or Microsoft Entra ID

• A good understanding of networking fundamentals, including DNS, DHCP, TCP/IP and VPNs

• Experience troubleshooting hardware, software and connectivity problems

• Experience working to SLAs and prioritising a busy support queue

• Experience supporting Mac devices

• A customer-focused approach with the ability to explain technical issues clearly to non-technical users

• Effective communication skills with people at all levels

• Ability to work independently while contributing effectively as part of a team

• Willingness to learn new technologies and work across different client environments

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