Are you an experienced IT professional with a passion for delivering excellent technical support? We are seeking a 2nd Support Engineer to join a dynamic managed services and support team, providing comprehensive technical solutions to clients. This role offers a hybrid working environment and the opportunity to work with cutting-edge technologies across a variety of systems.
Key Responsibilities
As a 2nd Line Support Engineer, your key responsibilities will include:
- Providing high-level technical support to customers with Managed Service contracts, ensuring incidents are resolved within agreed SLAs.
- Offering exceptional customer service and satisfaction by effectively managing and troubleshooting system issues.
- Supporting 1st and 2nd line Service Desk Agents in resolving complex technical issues.
- Maintaining up-to-date documentation on system changes, procedures, and technical fixes.
- Leading customer change implementations and supporting technical projects as required.
- Building and configuring servers, while proactively monitoring system health and completing scheduled system reports.
- Collaborating with team members to provide training and ensure that knowledge base articles and fixes are current and accurate.
- Assisting with infrastructure installations, hardware refreshes, and other technical projects.
Essential Technical Skills & Experience
The ideal candidate will have:
- 5+ years of experience providing technical support, ideally within a Managed Service Provider (MSP) or IT Consultancy environment.
- Expertise in Microsoft Hyper-V, failover clustering, and storage solutions such as Microsoft Storage Spaces Direct.
- Advanced knowledge of infrastructure platforms including Microsoft Server 2012/2016/2019, Active Directory, DFS, DHCP, DNS, and Exchange On-Premise.
- Strong understanding of networking technologies (TCP/IP, DNS, DHCP, VPNs) and experience with WAN/LAN.
- Experience with Office 365, VMWare, and Veeam Backup & Replication.
- Proficiency in laptop/desktop rollout, rebuilds, and general IT support across Windows 7 & 10.
- A solid grasp of IT security best practices and ITIL framework experience.
Desirable Qualifications
- MCSE and VMware/Hyper-V certifications are highly desirable.
- A degree in a relevant IT field is preferred.
General and Interpersonal Skills
- Passion for providing outstanding customer service and technical support.
- Strong problem-solving skills with a methodical and analytical approach.
- Ability to work collaboratively within a team environment while also taking ownership of complex technical issues.
- Excellent communication skills, both written and verbal, with a customer-focused mindset.
Why Join Us?
This is an excellent opportunity for an ambitious IT professional to further develop their technical skills in a supportive and fast-paced environment. You will be part of a team that values growth, collaboration, and excellence in everything they do. If you are a proactive, customer-focused technician, we would love to hear from you!
Apply today!