2nd​/3rd Line Support Engineer

My client are a leading Microsoft-focused Managed Services Provider delivering exceptional IT support and solutions to a wide range of clients. As part of their ongoing growth, they are looking for a highly skilled and proactive 2nd Line Support Technician to join their team. If you are passionate about technology and looking to advance your career in a dynamic and client-focused environment, this could be the company for you!

As a 2nd/3rd Line Support Engineer, you will be responsible for handling more complex technical issue, either from direct client contact, or escalation. You will work with various Microsoft technologies, providing in-depth troubleshooting, proactive maintenance, and ensuring timely resolution of client issues. You will also be responsible for onboarding new clients and completing customer projects, including on-site work. You’ll play a key role in maintaining high customer satisfaction while working closely with the senior team for further escalations when necessary.

As part of my client's commitment to delivering outstanding service, they expect their team to not only resolve technical issues, but also identify potential opportunities to enhance clients’ operations. This includes recommending appropriate hardware, software or service upgrades that align with the customer's needs, ensuring they are also benefit ting from the best possible solutions.

• Provide technical support:
  Troubleshooting complex issues across a variety of Microsoft technologies (Windows, Microsoft 365, Azure, etc.) and providing exceptional onsite and remote technical support to clients.
• Problem-solving and troubleshooting:
  Diagnose and resolve hardware, software, and network issues, ensuring minimal disruption to customers.
• Microsoft technology expertise:
  Manage and troubleshoot issues related to Microsoft 365, Azure, Active Directory, Microsoft Exchange, and Windows Server environments.
• Network troubleshooting:
  Investigate and resolve issues related to DNS, DHCP, firewalls, VPNs, and general network configurations.
• Actively identify and recommend improvements or enhancements to clients’ IT infrastructure, including hardware, software, and managed services.
• Build strong relationships with clients, understanding their evolving needs, and offering relevant technology solutions.
• Collaborate with the sales team to ensure seamless delivery of recommended products or services.
• Incident management:
  Take ownership of escalated tickets, ensuring all issues are resolved within the agreed service levels and maintaining excellent communication with clients throughout.
• Collaboration with senior and project teams:
  Escalate advanced issues to the senior team when necessary and assist in project implementations as needed.
• Documentation:
  Ensure all incidents, solutions, and client interactions are logged in the ticketing system and contribute to internal knowledge sharing.
• Mentoring:
  Assist in mentoring and supporting 1st line support staff by sharing knowledge and best practices when appropriate.

• Experience in a similar role:
  Solid experience in a 2nd line support role, preferably within a Managed Services Provider (MSP) environment.
• In-depth Microsoft knowledge:
  Strong technical skills with Windows Server, Microsoft 365 (including Exchange, SharePoint, and Teams), Azure AD, and Microsoft Active Directory.
• Networking:
  Comprehensive understanding of TCP/IP, DNS, DHCP, VPNs, firewalls, and router/switch configurations.
• Backup and disaster recovery:
  Familiarity with backup solutions, including configuration and troubleshooting.
• Excellent communication skills:
  Strong verbal and written communication skills, with the ability to interact effectively with clients…