Back to search
Were looking for a Tier 2 Service Engineer to join our team.
The Tier 2 Service Engineer plays a pivotal role in resolving more complex IT issues escalated from Tier 1, while also providing advanced technical support to clients.
Working in an MSP environment, you will be responsible for diagnosing, troubleshooting, and resolving issues related to infrastructure, networking, servers, and business-critical applications.
This role demands deeper technical knowledge, excellent problem-solving skills, and the ability to work collaboratively with higher-tier teams, ensuring timely and effective resolutions to IT problems.
Some of the responsibilities of a Tier 2 Service Engineer at Netcentrix include:
- Resolve escalated tickets from Tier 1, addressing more complex issues relating to servers, networking, and critical business applications.
- Take ownership of more complex incidents and problems from initial diagnosis to full resolution.
- Participate in an Out-of-Hours On-Call Rota to provide incident response coverage and resolution.
- Carry out regular monitoring and health checks of client systems (servers, networks, backups) to ensure they remain operational.
- Provide support during new client onboarding, including configuration and deployment of hardware/software.
- Ensure timely and clear communication with clients regarding ticket progress, including expected timeframes for resolution.
- Collaborate with internal teams on large-scale IT initiatives and support the development of technical strategy for client infrastructure.
Role requirements
Some essential criteria for this role includes:
- Strong working knowledge of Windows Server (2012, 2016, 2019), Active Directory, DNS, DHCP, and Group Policy.
- Advanced knowledge of Office 365, including administration of Exchange Online, SharePoint, Teams, and OneDrive.
- Experience in supporting and troubleshooting virtualisation platforms (VMware, Hyper-V).
- Networking expertise, including TCP/IP, VLANs, routing, firewalls (e.g., SonicWall, Cisco, Fortinet), and VPNs.
- Experience with cloud platforms, particularly Microsoft Azure and/or AWS.
- Familiarity with backup and disaster recovery solutions.
- Proven experience in a technical support role, within an MSP environment.
- Extensive experience troubleshooting Microsoft Windows Server, Active Directory, Office 365, and Azure Cloud platforms.
- Hands-on experience with networking infrastructure and troubleshooting.
- Good understanding of cybersecurity practices.
- Relevant certifications (e.g. Microsoft Certified: Azure Administrator, MCSA, CompTIA Network+, Cisco CCNA, ITIL Foundation).
- Strong interpersonal skills, with a collaborative approach to working with Tier 1, Tier 3, and other cross-functional teams.
Work should be both enjoyable and rewarding, and at Netcentrix, it is!
Were committed to investing in our employeesoffering the latest training and accreditations and creating a fun workplace. This dedication ensures that we consistently deliver nothing but the best to our clients too. If youre looking to work in the exciting world of technology, in an environment that encourages individuality and creativity, with progression opportunities, and benefits that reward your hard work, get in touch.
- Hybrid working*
- Enhanced Maternity & Paternity Leave
- Employee loyalty rewards
- Accredited Investors in People organisation
- Regular company events
- Plenty of scope for progression and opportunities for training - technical and management
- Achievement celebrations & rewards
- 25 days holiday + bank holidays + 1 volunteering day
- Your Birthday off
- Medical schemes and cycle-to-work initiatives
- Mental wellbeing and financial wellbeing support
*Dependent on role.
Netcentrix is part of the New Technology Group an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.
