Job Description: As a 2nd Line Support Engineer, you will play a crucial role in delivering high-quality IT support to our clients. You will be responsible for resolving technical issues that have been escalated from the 1st Line Support team, ensuring minimal disruption to our clients' operations. This role requires a strong understanding of ITIL best practices, proficiency in Active Directory, and hands-on experience with Office 365 administration.
Key Responsibilities:
- Provide 2nd line support to end-users, handling escalated technical issues with a focus on timely resolution.
- Manage and maintain Active Directory, including user account creation, group policies, and security settings.
- Administer and support Office 365, including user management, mailbox administration, and troubleshooting.
- Ensure all incidents and service requests are logged, prioritized, and managed effectively within the ITIL framework.
- Collaborate with 1st Line Support to identify recurring issues and develop long-term solutions.
- Participate in root cause analysis for major incidents and contribute to the development of knowledge base articles.
- Assist in maintaining and updating IT documentation, including procedures, policies, and user guides.
- Provide occasional on-site support as required.
Required Skills and Experience:
- Proven experience in a 2nd Line Support role or similar, with a strong background in IT support.
- In-depth knowledge of Active Directory administration and Office 365 management.
- Familiarity with ITIL processes and best practices.
- Excellent problem-solving skills and the ability to work under pressure.
- Strong communication skills, with the ability to explain technical concepts to non-technical users.
- Experience with troubleshooting Windows OS, networking issues, and hardware problems.
- A proactive approach to continuous learning and keeping up with industry trends.