2nd Line Desktop Support Engineer

We are looking to recruit an enthusiastic and experienced 2nd Line Desktop Engineer who is passionate about technology and customer service. This is an exciting opportunity to join a friendly, supportive team where you will play a key role in resolving technical issues, delivering projects, and helping develop our service offering.

We are looking to develop our current team with the addition of a passionate 1st Line Technical Support Engineer who is keen to learn and grow with the business. As a 1st line technical support engineer, you will be responsible for providing remote support for IT infrastructure, cloud hosting & telecoms networks.

If you have a passion for IT and looking to bring new ideas to the team this could be the role for you.

Key responsibilities will include:

• Triaging inbound tickets through our ticketing portal and assigning to 1st Line Engineers.
• Acting as an escalation point for 1st Line Engineers and resolving complex technical issues.
• Providing remote and telephone support for customer networks, cloud services and business applications.
• Diagnosing and resolving incidents relating to desktops, laptops, servers, networking equipment, printers and mobile devices.
• Managing support tickets through to resolution, ensuring all updates and actions are recorded accurately within the helpdesk system.
• Prioritising tickets according to client impact and contractual SLA requirements.
• Escalating issues to senior engineers or third-party vendors where appropriate.
• Assisting with the deployment and configuration of Microsoft 365, Azure and other cloud solutions.
• Supporting server and infrastructure environments, both on-premise and hosted.
• Building and configuring PCs, laptops and servers for customer installations.
• Performing hardware repairs and upgrades on desktops, laptops and printers.
• Preparing equipment for deployment, including asset tagging, software installation and testing.
• Maintaining accurate customer asset records and documentation.
• Liaising with third-party suppliers regarding warranties, repairs and technical support.
• Keeping technical knowledge current through ongoing training and certification programmes.

• Minimum 2 years’ experience within an IT support or managed services environment.
• Strong knowledge of Microsoft 365 administration and support.
• Experience supporting Microsoft Windows 10 and Windows 11 environments.
• Active Directory and Group Policy administration.
• Strong troubleshooting and diagnostic skills.
• Experience supporting desktop hardware, laptops and peripheral devices.
• Good understanding of TCP/IP networking, DNS, DHCP, routing and switching.
• Experience working within a helpdesk ticketing environment.
• Excellent communication and customer service skills.
• Full UK driving licence.

Desirable:

• Microsoft Entra ID (Azure Active Directory) administration.
• Experience with Microsoft Azure cloud services.
• Hyper-V and/or VMware virtualisation platforms.
• Experience with backup solutions such as Veeam and StorageCraft.
• Knowledge of cybersecurity best practices and endpoint protection solutions.
• Experience supporting VoIP and telephony solutions.
• Microsoft certifications (MS-102, AZ-900, MD-102 or equivalent).
• Living within 25 miles of Chesterfield, * Technical support: 1 year (required)

Pulled from the full job description

• Annual leave
• Employee discount
• Free parking
• Company pension
• Company events
• On-site parking, * Competitive salary based on experience.
• 20 days annual leave plus bank holidays.
• Company pension scheme.
• Free on-site parking with EV charging facilities.
• Modern, air-conditioned offices.
• Ongoing training and certification opportunities.
• Career progression within a growing business.
• Friendly and supportive team environment., Job Types: Full-time, Permanent

Pay: From £29,000.00 per year

Benefits:

• Company events
• Company pension
• Employee discount
• Free parking
• On-site parking

We are an established and growing IT support provider delivering managed IT, cloud and telecommunications services to businesses across the UK. We pride ourselves on providing exceptional customer service and technical expertise to our clients, ranging from small businesses to growing SMEs.