2nd line Technical Support Engineer

This hybrid role is based in Crawley and will involve providing high-quality technical support to a diverse client base, both remotely and on-site. Working closely with our 1st, 2nd and 3rd Line Engineers, you will be responsible for troubleshooting and resolving technical issues, maintaining excellent customer service standards, and ensuring compliance with agreed SLAs and KPIs., * Manage and resolve support tickets in a timely and efficient manner.

• Troubleshoot technical issues and provide effective solutions and technical guidance.
• Maintain accurate ticket updates, documentation and customer records.
• Communicate professionally with customers, colleagues and third-party suppliers.
• Take ownership of support requests through to resolution.
• Escalate issues to 3rd Line Engineers in accordance with internal processes.
• Support the Service Desk Manager and Team Leader with queue management and ticket prioritisation.
• Identify recurring issues and raise problem tickets where appropriate.
• Ensure all time entries and service records are completed accurately.
• Maintain ticket ownership and ensure correct ticket categorisation and configuration.
• Attend customer sites as required to provide hands-on technical support.
• Maintain and exceed agreed Service Desk KPIs and SLA targets.
• Follow company policies, procedures and security standards at all times.
• Contribute to continuous improvement initiatives across the Service Desk.

The ideal candidate will have a strong technical background within an MSP environment, excellent problem-solving skills, and a passion for delivering exceptional customer service., * Minimum 3 years' experience within an MSP (Managed Service Provider) environment.

• Proven experience providing 2nd Line IT Support.
• Experience supporting both remote and on-site users.

Technical Knowledge

• Strong knowledge of Microsoft 365, including Exchange Online, SharePoint, Teams and Entra ID (Azure AD).
• Experience administering Windows Server environments and Active Directory.
• Understanding of Group Policy, DNS, DHCP, Domain Controllers and Microsoft Exchange.
• Good knowledge of networking fundamentals including TCP/IP, DNS, DHCP, routing and OSI layers.
• Experience supporting Remote Desktop Services (RDS) environments.
• Experience supporting backup and disaster recovery solutions.
• Understanding of firewalls, VPNs and wireless networking technologies.

Skills & Attributes

• Excellent communication and customer service skills.
• Strong analytical and problem-solving abilities.
• Well organised with excellent time management skills.
• Ability to prioritise workload in a fast-paced MSP environment.
• Proactive and customer-focused approach.
• Ability to work independently and collaboratively within a team., * Are you able to attend our Crawley office three days per week (Tuesday to Thursday)?
• Do you have a minimum of three years' experience working within an MSP environment?
• Do you hold a full UK driving licence?

Pulled from the full job description

• Referral programme
• Annual leave
• Employee discount
• Free parking
• Additional leave
• Company pension
• Work from home, * Competitive salary dependent on experience.
• Hybrid working model supporting work-life balance.
• Ongoing technical training and professional development.
• Supportive and collaborative working environment.
• Opportunity to work within a growing EOS-driven organisation.
• Career progression opportunities., * Regular travel to customer sites across the South East, including Central London, will be required.
• A company van will be provided for business travel.
• A full UK driving licence is required.
• Full training on internal systems and processes will be provided.

ERGOS Technologies is certified to ISO 9001, ISO 14001 and ISO 27001 standards. All successful applicants will be required to sign a Confidentiality, Privacy and NDA Agreement and complete GDPR awareness training.

All offers of employment are subject to satisfactory references, DBS clearance and a five-year employment and education history check.

Benefits

• Company pension
• Enhanced maternity leave
• Additional annual leave
• Employee discount scheme
• Referral programme
• Company events
• Free on-site parking
• Hybrid working, * Additional leave
• Company events
• Company pension
• Employee discount
• Enhanced maternity leave
• Free parking
• On-site parking
• Referral programme
• Work from home

ERGOS Technologies is a Transatlantic Managed Services Provider (MSP) and a Trusted Technology Partner to our clients. We operate on the Entrepreneurial Operating System (EOS) framework, which drives our culture of accountability, transparency, and continuous improvement. With a strong presence in both the UK and the US, we deliver innovative IT solutions that empower businesses to thrive.