2nd Line Support Engineer

• Provide 2nd Line remote and onsite technical support to a wide range of customers
• Act as an escalation point for the 1st Line support team
• Investigate and resolve technical issues within agreed SLAs
• Assist with installations, migrations, and project work
• Prioritise and manage own support tickets
• Create and maintain clear technical documentation
• Communicate with customers throughout the resolution process
• Contribute to the out-of-hours rota when required

Technologies:

• Active Directory
• Azure
• Hyper-V
• Support
• Microsoft 365
• Security
• SharePoint
• VMware
• Windows
• Office 365
• Cloud

• Experience working in an MSP, IT service provider, or busy technical support environment
• Previous 2nd Line support experience
• Strong troubleshooting and problem-solving skills
• Confident and professional customer communication skills
• Ability to manage competing priorities and take ownership of technical issues
• Willingness to support colleagues and share technical knowledge
• Full UK driving licence for occasional customer site visits
• Experience across most of the following technologies: Microsoft 365 and SharePoint, Windows desktop operating systems, Windows Server, Active Directory and Group Policy, Microsoft Azure, Hyper-V and VMware, networking including switches, routers, firewalls, DHCP and DNS, WatchGuard firewalls or similar security technologies, antivirus and endpoint security, printers and peripheral devices, Microsoft Office
• Experience supporting older or legacy Microsoft environments is desirable

We are a well-established and steadily growing Managed Service Provider based in Paddock Wood. As our business continues to welcome new customers, we are looking for an experienced 2nd Line Support Engineer to join our service desk team. This is a varied role offering both remote and onsite support, along with involvement in technical installations and customer projects. We offer a salary of up to £35,000 depending on experience, paid overtime for additional project work, annual salary reviews, Christmas bonuses, paid technical training and development, clear progression opportunities, support and flexibility when family commitments arise, and a friendly, positive, team-focused environment where achievements are recognised.