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# 2nd Line Support Engineer

- **Company:** Harvey Nash
- **Location:** West Midlands, UK
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Dynamic Host Configuration Protocol, Domain Name System (DNS), Microsoft Exchange Server, IP Addressing, Virtual Private Networks (VPN), Microsoft Office, Windows Servers, Networking Basics, TCP/IP, Information Technology, Network Support, Routing & Switching, Terminal Servers
- **Published:** August 30, 2026
- **Apply:** https://www.collegerecruiter.com/job/2828454209-2nd-line-support-engineer

## About the Role

* Microsoft 365 / Office 365
 * Microsoft Office
 * Microsoft Exchange
 * Terminal Server / RDS
 * Windows Server
 * Basic networking - TCP/IP, DHCP, DNS, IP addressing, VPN, switching and routing, Ideally, you'll have 12+ months' experience within a technical helpdesk or customer-focused support environment, preferably within an MSP / IT services business.

## Description

You'll provide telephone and remote technical support across workstation, application and hardware issues, with some exposure to server and network support., * Providing 1st Line technical support and managing incoming calls/tickets

 * Managing your own queue and working within agreed SLAs
 * Troubleshooting and resolving technical issues
 * Taking ownership of tickets through to resolution
 * Keeping clients updated throughout the process
 * Maintaining accurate ticket and knowledge-base documentation
 * Carrying out basic network administration tasks
 * Delivering a high level of customer service


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