2nd Line Support Engineer

This is a varied and hands-on position providing both remote and on-site technical support to a diverse customer base. You will take ownership of escalated support issues, troubleshoot complex technical problems, and work closely with 1st line engineers, customers, and third-party suppliers to deliver effective solutions., * Provide 2nd line technical support to customers remotely and on-site

• Diagnose and resolve escalated hardware, software, network, and cloud-related issues
• Support and mentor 1st line engineers where required
• Take ownership of incidents through to successful resolution
• Maintain accurate technical documentation and update support records
• Liaise with customers and third-party vendors to ensure timely issue resolution
• Contribute to continuous improvement of support processes and customer service standards

The successful candidate will be customer-focused, technically capable, and comfortable working in a fast-paced MSP environment., * Excellent customer service and communication skills

• Strong troubleshooting and problem-solving abilities
• Ability to prioritise and manage your own workload effectively
• Self-motivated with a positive, can-do attitude
• Ability to work independently and as part of a team
• Experience producing clear and accurate technical documentation

Technical Experience

You should have experience supporting and troubleshooting:

• Windows 10 and Windows 11
• macOS
• Microsoft 365 (Exchange Online, SharePoint, and Teams)
• Microsoft Intune and Mobile Device Management (MDM)
• Microsoft Azure and Entra ID
• Active Directory, Group Policy, and user administration
• Backup and disaster recovery solutions
• Printers, scanners, and peripheral devices
• Networking fundamentals and fault diagnosis
• VoIP and hosted telephony systems

Desirable Experience

• LAN, WAN, VPN, and VLAN technologies
• Managed switches, Wi-Fi solutions, firewalls, and routers
• Hyper-V and other virtualisation technologies
• Cybersecurity solutions and best practices
• Server administration and cloud infrastructure
• Previous experience working within an MSP or multi-customer support environment, * Are you able to reliably commute to Sevenoaks, Kent and work in the office for 5 days
• Do you have experience working for an MSP

• Competitive salary
• 20 days annual leave plus bank holidays
• Additional day off for your birthday
• Ongoing training and development opportunities
• Exposure to a wide range of technologies and projects
• Career progression opportunities within a growing business

If you are an experienced 2nd Line Support Engineer looking to develop your career within a supportive and expanding IT services company, we would love to hear from you.

Pay: £35,000.00-£40,000.00 per year

We are a well-established IT services provider with a strong reputation for technical expertise and exceptional customer service. We support organisations across a wide range of sectors, including healthcare, legal, manufacturing, finance, and commodities.

Our services include:

• Managed IT support
• Cloud services
• Cybersecurity
• Hardware and software solutions
• IT consultancy