2nd Line IT Support Engineer

Reporting to the Helpdesk Manager, you will work alongside our helpdesk and technical teams providing 2nd Line IT support to our customers.

The role combines remote support from our helpdesk with occasional onsite customer visits and will involve troubleshooting a broad range of Microsoft, networking, hardware, software and cloud-related issues.

Typical responsibilities will include:

• Providing 2nd Line technical support via telephone, email and remote support tools
• Diagnosing and resolving escalated desktop, Microsoft 365, network and infrastructure issues
• Supporting Windows desktops, laptops and associated business applications
• Troubleshooting Microsoft 365 applications and services
• Supporting network connectivity, TCP/IP, switching, routing, Wi-Fi and VPN issues
• Installing and configuring PCs, laptops, peripherals and software
• Supporting backup and recovery solutions
• Carrying out onsite customer support when required
• Escalating complex technical issues to 3rd Line or specialist teams where appropriate
• Maintaining accurate support tickets and technical documentation
• Communicating clearly with customers throughout the lifecycle of an incident
• Working with colleagues to identify recurring issues and improve customer environments

You should have at least two years’ experience in an IT support or IT services role, ideally within an MSP or busy multi-customer support environment.

We are particularly interested in candidates with experience across:

• Windows 11 desktop support
• Microsoft 365 and Microsoft 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 technologies
• Hardware and software installation
• Remote support and troubleshooting

Experience with any of the following would also be advantageous:

• Microsoft Intune
• Microsoft Azure
• Windows Server
• Active Directory and Group Policy
• Cyber security products and services
• Sophos technologies
• Apple Mac support

About You

Technical knowledge is important, but so is the ability to work confidently with customers.

You will need to be:

• Customer-focused with excellent communication skills
• Confident speaking with customers by telephone and in person
• Able to troubleshoot methodically and think independently
• Comfortable taking ownership of technical issues
• Self-motivated and able to manage competing priorities
• A strong team player
• Adaptable and willing to learn new technologies
• Calm and professional when dealing with urgent or challenging issues

A full UK driving licence is required as the role includes occasional travel to customer sites., * IT Support: 2 years (required)

Eitex actively encourages technical development and career progression. Depending on your interests and strengths, there are opportunities to progress towards areas such as:

• 3rd Line Support
• Infrastructure and Cloud
• Projects
• Microsoft 365 and Modern Workplace
• Cyber Security

Microsoft training, certification coursework and exams are supported, with employees encouraged to develop their technical skills and progress within the business.

Salary & Benefits

• Competitive salary based on experience
• 23 days’ annual leave plus bank holidays
• Company pension scheme
• Microsoft training and certification opportunities
• Ongoing technical development
• Clear career progression opportunities
• Varied work across different customers and technologies
• Supportive team environment

Why Join Eitex?

If you’re currently working in IT support and feel ready to take on more technical responsibility, this is an opportunity to develop your skills within an established MSP while gaining exposure to a wide range of customers, systems and Microsoft technologies.

We’re looking for someone who doesn’t just want to close tickets, but wants to understand the problem, find the right solution and develop into a stronger IT professional.

Apply today with your CV.

Job Types: Permanent, Full-time

Pay: £28,000.00-£32,000.00 per year

Benefits:

• Company pension
• On-site parking

Eitex is an established Managed Service Provider (MSP) delivering IT support, Microsoft 365, cloud, cyber security and technology solutions to small and medium-sized businesses.