Second Line IT Support Engineer

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Second Line IT Support Engineer

We are seeking an experienced and dynamic Second Line IT Engineer to join a busy helpdesk team, this role serves as a primary escalation point to ensure the resolution of escalated tickets and changes within contracted service levels. They will also be responsible for remediating vulnerabilities and applying security configurations. You will provide a high level of technical support to a wide range of users, spanning across different industries.

The role demands a commitment to resolving complex incidents and requests while contributing to maintenance and project initiatives, enhancing customer platforms and services.

Main Duties

• Handle escalated issues from first-line support that require a deeper level of technical expertise.
• Perform advanced troubleshooting of hardware, software, network, and system-related issues.
• Coordinate with third-line engineers or external vendors when necessary to resolve complex issues.
• Ensure proper communication and information transfer when escalating issues, providing all necessary details to facilitate fast resolution.
• Perform root cause analysis on recurring or complex issues to prevent future occurrences.
• Provide reports and documentation on findings to management and other teams for further review or corrective action.
• Ensure that all incidents and requests are handled in accordance with established SLAs.
• Follow compliance, security, and quality assurance guidelines during troubleshooting and system changes.

Skills and Knowledge

• Customer focused and have a genuine desire to provide a quality service.
• Excellent written and verbal communication skills.
• A team player who can contribute to a collaborative working environment
• An understanding of ITIL and Cyber Essentials frameworks.
• Endpoint support for Microsoft Windows and Apple Mac devices, with a focus on troubleshooting and ensuring user productivity.
• Proficiency in the support and management of Microsoft 365 products, including but not limited to Exchange, SharePoint, One Drive, and Intune.
• Management of Azure resources such as Azure Session Desktops and Azure files.
• Windows Server administration including Active Directory, Group Policy, DHCP and DNS.
• Solid understanding of network infrastructure, including DNS, Wi-Fi, VLANs, and VPNs, with an ability to troubleshoot connectivity issues.
• Experience with VOIP technologies, particularly Microsoft Teams telephony, and its integration within the MSP environment.

Salary and Benefits

• Hybrid Working, 3 days office based, 2 days from home
• Company Pension Scheme
• Life Assurance
• Professional Growth Opportunities and Training Available
• Special Leave for birthdays and Christmas
• On-site Parking
• Employee Assistance Programme

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