2nd Line Support Engineer

• Provide telephone, remote and desk-side support across Windows and macOS environments.
• Troubleshoot and resolve issues across Microsoft 365, Windows Server, networking, VoIP and endpoint environments.
• Take ownership of incidents and service requests through to resolution.
• Accurately document and manage tickets, ensuring customers are kept updated.
• Troubleshoot user accounts, permissions, email, applications, hardware and connectivity issues.
• Support Microsoft 365 services including Exchange Online, Teams, SharePoint and Entra ID.
• Support Windows Server, Active Directory, Group Policy, DNS and DHCP environments.
• Diagnose networking issues including Wi-Fi, VPNs, firewalls and general connectivity.
• Escalate appropriately when an issue requires senior or specialist involvement.
• Contribute to internal documentation and knowledge sharing.

We are looking for an experienced and dependable engineer who is comfortable managing their own workload, taking ownership of tickets through to resolution, and working within a busy helpdesk environment., * Previous experience in a 2nd Line IT support role.

• MSP experience is highly desirable.
• Strong troubleshooting skills across Microsoft 365, Windows and endpoint environments.
• Good working knowledge of Windows Server and Active Directory.
• Good networking knowledge including DNS, DHCP, VPNs, Wi-Fi and firewalls.
• Ability to independently investigate and resolve technical issues.
• Strong ticket management and prioritisation skills.
• Excellent customer service and communication skills.
• A reliable and professional approach, with good attention to detail.
• Relevant Microsoft or industry certifications are advantageous., * Have you previously worked within a Managed Service Provider (MSP) environment?
• Have you previously worked in a 2nd Line IT support role, where you were responsible for independently troubleshooting and resolving escalated technical issues?
• Do you have hands-on experience administering and troubleshooting Microsoft 365, including Exchange Online, Teams, SharePoint and Entra ID?
• Do you have hands-on experience supporting Windows Server and Active Directory environments, including Group Policy, DNS and DHCP?
• Are you confident troubleshooting networking issues including VPNs, Wi-Fi, DNS, DHCP and firewalls?

Experience:

• IT support: 2 years (required)

Language:

• English (required)

• Competitive salary offered based on experience
• Annual discretionary performance bonus (individual and company-related)
• Day off on your birthday
• Regular work lunches
• Work socials
• Health Care Plan, including half-price gym membership
• Life Insurance
• Group Income Protection

Job Type: Full-time

Pay: £30,000.00-£35,000.00 per year

Join our Managed Service Provider (MSP) team as a 2nd Line Support Engineer, providing technical support across a diverse range of clients.