2nd Line IT Engineer

Our client, a fast-growing Managed Service Provider (MSP), is currently recruiting a 2nd Line IT Engineer to join their team on an initial 3-month contract. The successful candidate will be responsible for providing responsive technical support across Microsoft 365 and Google Workspace environments, troubleshooting technical issues, and delivering an excellent level of customer service to a diverse client base., * 2nd Line Support: Provide technical support for incidents and service requests across Microsoft 365, Google Workspace, Windows and Mac devices.

• Troubleshooting & Resolution: Diagnose and resolve issues relating to Outlook, Exchange Online, Microsoft Teams, OneDrive, SharePoint Online, Google Workspace applications, networking and end-user hardware.
• User Administration: Manage user accounts, permissions, group memberships, software licensing, onboarding and offboarding activities.
• Incident Management: Handle escalated support tickets, maintain accurate documentation, and escalate complex technical issues where required.
• Infrastructure Support: Troubleshoot Wi-Fi, VPN, DNS, DHCP, TCP/IP and general networking connectivity issues whilst supporting a range of hardware and peripherals.

• Proven experience within a 2nd Line IT Support, Desktop Support or Service Desk environment.
• Previous experience working for a Managed Service Provider (MSP).
• Strong knowledge of Microsoft 365 administration and support, including Outlook, Teams, OneDrive and SharePoint.
• Experience supporting Google Workspace environments.
• Knowledge of Active Directory and Microsoft Entra ID.
• Experience supporting Windows 10/11 devices and Apple Macs.
• Good understanding of networking fundamentals including Wi-Fi, TCP/IP, DNS, DHCP and VPN technologies.
• Strong communication skills with a customer-focused approach and the ability to manage competing priorities effectively.
• Experience working with ticketing or IT Service Management systems.