2nd Line Support Engineer

My client are a leading Microsoft-focused Managed Services Provider delivering exceptional IT support and solutions to a wide range of clients. As part of their ongoing growth, they are looking for a highly skilled and proactive 2nd Line Support Technician to join their team. If you are passionate about technology and looking to advance your career in a dynamic and client-focused environment, this could be the company for you!

Job Summary

As a Second Line Support Technician, you will be responsible for handling more complex technical issue, either from direct client contact, or escalation. You will work with various Microsoft technologies, providing in-depth troubleshooting, proactive maintenance, and ensuring timely resolution of client issues. You will also be responsible for onboarding new clients and completing customer projects, including on-site work.

You’ll play a key role in maintaining high customer satisfaction while working closely with the senior team for further escalations when necessary. As part of my client's commitment to delivering outstanding service, they expect their team to not only resolve technical issues, but also identify potential opportunities to enhance clients’ operations. This includes recommending appropriate hardware, software or service upgrades that align with the customer's needs, ensuring they are also benefitting from the best possible solutions.

Key Responsibilities

• Provide 1st and 2nd line technical support: Troubleshooting complex issues across a variety of Microsoft technologies (Windows, Microsoft 365, Azure, etc.) and providing exceptional onsite and remote technical support to clients.
• Problem-solving and troubleshooting: Diagnose and resolve hardware, software, and network issues, ensuring minimal disruption to customers.
• Microsoft technology expertise: Manage and troubleshoot issues related to Microsoft 365, Azure, Active Directory, Microsoft Exchange, and Windows Server environments.
• Network troubleshooting: Investigate and resolve issues related to DNS, DHCP, firewalls, VPNs, and general network configurations.
• Actively identify and recommend improvements or enhancements to clients’ IT infrastructure, including hardware, software, and managed services.
• Build strong relationships with clients, understanding their evolving needs, and offering relevant technology solutions.
• Collaborate with the sales team to ensure seamless delivery of recommended products or services.
• Incident management: Take ownership of escalated tickets, ensuring all issues are resolved within the agreed service levels and maintaining excellent communication with clients throughout.
• Collaboration with senior and project teams: Escalate advanced issues to the senior team when necessary and assist in project implementations as needed.
• Documentation: Ensure all incidents, solutions, and client interactions are logged in the ticketing system and contribute to internal knowledge sharing.
• Mentoring: Assist in mentoring and supporting 1st line support staff by sharing knowledge and best practices when appropriate.

Required Skills and Experience

• Experience in a similar role: Solid experience in a 2nd line support role, preferably within a Managed Services Provider (MSP) environment.
• In-depth Microsoft knowledge: Strong technical skills with Windows Server, Microsoft 365 (including Exchange, SharePoint, and Teams), Azure AD, and Microsoft Active Directory.
• Networking: Comprehensive understanding of TCP/IP, DNS, DHCP, VPNs, firewalls, and router/switch configurations.
• Backup and disaster recovery: Familiarity with backup solutions, including configuration and troubleshooting.
• Excellent communication skills: Strong verbal and written communication skills, with the ability to interact effectively with clients and explain technical issues clearly.
• Customer service orientation: A proactive approach to delivering excellent customer service, ensuring high levels of client satisfaction.
• Problem-solving skills: Strong analytical and troubleshooting abilities, with a focus on root cause analysis.

Desirable Skills

• Virtualisation: Experience with virtualisation technologies such as Hyper-V or VMware.
• Microsoft certifications: Certifications such as Microsoft Certified: Azure Administrator, Microsoft 365 Certified: Enterprise Administrator, or equivalent.
• Cloud services: Experience with cloud platforms and services, particularly Microsoft 365.
• Security awareness: Understanding of IT security best practices, including firewall management, antivirus solutions, and data protection policies.
• Project experience: Exposure to IT project work, such as migrations, deployments, or upgrades.

Salary £28,000 - £34,000