Second Line Support Engineer

• Provide remote and telephone-based technical support to customers
• Diagnose and resolve technical issues across a range of customer environments
• Create and maintain knowledge base articles and technical documentation
• Accurately record incidents, requests, and changes, and manage them through to resolution
• Deliver a high standard of service and maintain excellent customer satisfaction
• Collaborate with colleagues to share knowledge and contribute to continuous service improvement

Technologies:

• Active Directory
• Azure
• Support
• Microsoft 365
• Security
• SharePoint
• TCP/IP
• Windows
• Office 365
• Cloud

• Previous experience providing IT support in an MSP Service Desk environment
• Strong technical foundation, troubleshooting and problem-solving skills
• Excellent verbal and written communication skills and a commitment to outstanding customer service
• Ability to manage competing priorities in a fast-paced environment, remain calm under pressure, and maintain attention to detail
• Proactive, self-motivated approach, willingness to learn, and ability to work collaboratively as part of a team
• Good working knowledge of Microsoft 365, including Entra ID, SharePoint, and Intune
• Experience supporting and administering Active Directory environments
• Ability to produce clear, accurate, concise technical documentation
• Understanding of IT security best practices and technologies, including Next Generation Firewalls
• Experience supporting Windows Desktop and Server operating systems
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and Wi-Fi
• Experience providing support to the education sector
• Experience working within a Managed Service Provider (MSP) environment
• Experience with the Kaseya and/or Datto technology stack, support for Next Generation Firewalls such as SonicWall or WatchGuard, Microsoft Azure, or backup and disaster recovery solutions is beneficial; we will train candidates in these areas

We are Surf Tech IT Ltd, a fast-growing Managed Service Provider delivering IT support and VoIP solutions to businesses across the UK. Following sustained growth and continued investment, we are looking for people to join our supportive, forward-thinking team and help shape our next stage of growth. This is a 100% onsite role at our new offices in Stourport. We offer a salary of £28,000-£32,000 per year, regular salary reviews, 22 days of annual holiday plus bank holidays (increasing after three years), a contributory pension scheme after three months, a Health Cash Plan after probation, regular company events, casual dress, onsite parking, and sick pay. The position is in person.