Job Title: Senior 2nd Line Support Engineer
Location: Basildon, Essex (onsite)
Reports to: Service Desk Manager

Salary: £30,000-33,000 per annum (DOE)

Company Overview:

We are a fast-growing, customer-centric Managed Service Provider (MSP) specialising in telecommunications and IT services. Based in Basildon, we deliver tailored voice, data, and managed IT solutions to businesses across Essex and London. We are looking for a skilled and experienced Senior 2nd Line Support Engineer to join our dynamic team and help deliver exceptional technical support to our clients.

Job Overview:

As a Senior 2nd Line Support Engineer, you will be a critical part of our technical support team, responsible for troubleshooting and resolving complex issues escalated from the 1st Line Support. You will work with a range of telecommunications and IT systems, ensuring our clients' technical issues are resolved efficiently while delivering a high level of customer service. The ideal candidate will have a strong background in supporting telecommunication services and IT infrastructure within an MSP environment, with experience in VoIP, networking, and cloud solutions.

Key Responsibilities:

2nd Line Escalation: Handle escalated technical issues from the 1st Line Support team, providing advanced troubleshooting for network, telecoms, and IT-related incidents.
Problem Resolution: Diagnose and resolve complex hardware, software, and network issues, involving routers, switches, VoIP systems, and cloud services.
Customer Support: Provide professional and timely support to clients via phone, email, or remote access, ensuring a high standard of customer satisfaction.
Incident Management: Manage, prioritize, and resolve technical incidents within agreed service level agreements (SLAs) and escalate to 3rd Line Support or vendors when necessary.
Network & Systems Monitoring: Use monitoring tools to identify and resolve network or system issues proactively, ensuring maximum uptime for customers.
Project Involvement: Assist with the deployment, migration, and configuration of new services, such as cloud solutions, network upgrades, and VoIP systems for customers.
Vendor Liaison: Work with third-party suppliers and vendors to resolve technical issues involving hardware and software solutions.

Key Skills & Experience:

Proven experience in a 2nd Line Support role, ideally within a Managed Service Provider (MSP) or telecommunications environment.
Strong technical knowledge of:

Networking: TCP/IP, DNS, DHCP, VLANs, routing, switching, and firewall configurations.
VoIP Technologies: SIP, PBX systems, troubleshooting, and configuration.
Windows Server & Active Directory: User management, Group Policy, permissions.
Virtualization: VMware, Hyper-V.
Cloud Solutions: Office 365, Azure, or other cloud-based platforms.

Familiarity with ticketing systems such as Zendesk, ServiceNow, or ConnectWise.
Excellent troubleshooting, diagnostic, and analytical skills.
Strong communication and interpersonal skills with the ability to explain technical issues in a clear and concise manner to non-technical users.
Ability to manage multiple priorities in a fast-paced environment.
Experience working with telecoms carriers and third-party vendors.

Desirable Certifications:

Cisco Certified Network Associate (CCNA) or equivalent.
Microsoft Certified Solutions Associate (MCSA) or Microsoft 365 certification.
ITIL Foundation certification.

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.