2nd Line Support Engineer
Norwich Outskirts
£28-34k DOE
CloudScope is recruiting on behalf of a small, well-established, and growing Managed Service Provider (MSP) based on the outskirts of Norwich. This company provides IT and software solutions to SMEs, delivering high-quality support and innovative technology solutions to their clients.
Are you a highly skilled IT professional with a passion for problem-solving and a knack for mentoring? We're seeking a dedicated Second Line Support Engineer to join their expanding team!
This role offers a diverse range of responsibilities, including resolving customer IT support tickets via phone and email, contributing to internal and customer projects, and working both in the office and on-site. Excellent communication skills are a must, as you will be updating customers and colleagues on ticket status.
What You'll Do:
- Act as the escalation point for first-line engineers
- Diagnose desktop and network connectivity problems
- Troubleshoot remotely and in person
- Mentor junior staff
- Configure new hardware
- Monitor the ticketing system and update documentation
- Participate in an on-call rota
Technical Expertise:
We need someone experienced with:
- Operating Systems: Windows OS, Windows Server (macOS and Linux familiarity is a plus)
- Networking: Strong understanding of TCP/IP networking (Firewalls, VPN, DNS, DHCP)
- Virtualization: Hyper-V and Azure
- Microsoft 365 Administration: Entra, Intune, Exchange, SharePoint
- Active Directory and GPOs
Bonus points for experience with:
- IP Telephony systems
- Scripting/automation
- Security products and cybersecurity standards
- Microsoft licensing models
Essential Attributes:
We value:
- Excellent communication and teamwork skills
- Passion for IT and problem-solving
- Willingness to learn and develop
- Ability to travel when required
- Enthusiasm and a proactive "can-do" attitude
Desirable Skills:
(Not required, but advantageous)
- Structured network cabling
- Website hosting and domain names
- Public DNS management
- IP-based CCTV systems
- A relevant degree
Qualifications:
- GCSEs in IT, English, and Maths (grade 4/C or above)
- Full, clean driving licence
- Ability to pass an advanced DBS check
Compensation & Benefits:
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Salary: £28,000 - £34,000 (depending on experience)
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Perks & Benefits:
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Birthday day off
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Annual bonus potential (after probation)
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Additional holiday (after probation)
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Long-service bonus (after 5 years)
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Private medical healthcare (after probation)
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Death-in-service benefits (after probation)