2nd Line IT Support Engineer

• Provide second-line technical support via telephone, email and remote support tools
• Diagnose and resolve escalated desktop, Microsoft 365, network and infrastructure issues
• Support Windows desktops, laptops and associated business applications
• Troubleshoot Microsoft 365 applications and services
• Support network connectivity, TCP/IP, switching, routing, Wi-Fi and VPN issues
• Install and configure PCs, laptops, peripherals and software
• Support backup and recovery solutions
• Carry out onsite customer support when required
• Escalate complex technical issues to third-line or specialist teams where appropriate
• Maintain accurate support tickets and technical documentation
• Communicate clearly with customers throughout the lifecycle of an incident
• Work with colleagues to identify recurring issues and improve customer environments

Technologies:

• Active Directory
• Azure
• Cloud
• Hardware
• Support
• Microsoft 365
• Microsoft Intune
• Network
• Security
• TCP/IP
• VPN
• Windows
• Office 365, We are Eitex, an established managed service provider delivering IT support, Microsoft 365, cloud, cyber security and technology solutions to small and medium-sized businesses. We are seeking a second-line IT Support Engineer to join our growing team in Wakefield, West Yorkshire. This is a full-time, permanent role, reporting to the Helpdesk Manager, combining remote helpdesk support with occasional customer-site visits. The salary is competitive and dependent on experience; the advertised range is £28,000-£32,000 per year. We offer 23 days annual leave plus bank holidays, a company pension, on-site parking, supported Microsoft training and certification, ongoing technical development, varied work across customers and technologies, and a supportive team environment. We encourage career progression into areas such as third-line support, infrastructure and cloud, projects, Microsoft 365 and modern workplace, or cyber security.

• At least two years experience in an IT support or IT services role, ideally in an MSP or busy multi-customer support environment
• Experience with Windows 11 desktop support; Microsoft 365 and Office applications; Microsoft Entra ID/Azure AD; user, device and Microsoft 365 administration; PC and laptop installation, configuration and troubleshooting; TCP/IP and general network troubleshooting; switching, routing, Wi-Fi and VPN technologies; backup and recovery; hardware and software installation; and remote support
• Experience with Microsoft Intune, Microsoft Azure, Windows Server, Active Directory and Group Policy, cyber security products and services, Sophos technologies, or Apple Mac support is advantageous
• Customer-focused, with excellent communication skills and confidence speaking with customers by telephone and in person
• Able to troubleshoot methodically, think independently, take ownership of technical issues, manage competing priorities, work as part of a team, learn new technologies, and remain calm and professional when handling urgent or challenging issues
• Full UK driving licence required for occasional travel to customer sites