2nd Line Support Engineer

Position: 2nd Line Support Engineer

Salary: £30,000 - £36,000 (DOE)Location: Dartford

We are looking for an experienced 2nd Line Support Engineer to join a dynamic and fast-growing IT company. This role is perfect for an IT professional who has strong troubleshooting skills and a broad technical knowledge base. You will be responsible for handling escalated technical issues, managing client IT infrastructure, and working closely with senior engineers on complex IT projects.

Experience Required

• IT Systems administration in a Windows environment, preferably in a service provider role.
• Proficiency in Active Directory, DNS, DHCP, DFS, and Group Policy (GPO).
• Strong networking knowledge, including managed switches and firewalls.
• Experience working with Windows Server 2012 - 2019, Windows 10 & 11, and Mac OS.
• Familiarity with Microsoft 365, Azure AD, and cloud environments.
• Prior experience working within a support team, handling escalations.
• Strong documentation skills and experience handling support ticket systems.
• Experience with Virtual Environments such as Hyper-V and ESXi.

• Knowledge of VOIP/Telephony systems.

Personal Characteristics

• Excellent verbal and written communication skills.
• Strong problem-solving skills and ability to provide efficient workarounds.
• Experience in supporting customers remotely and onsite.
• Ability to work collaboratively in a team-oriented environment.
• Adaptable and flexible in a fast-paced setting.
• Self-motivated with a passion for delivering excellent IT support services while building strong client relationships.

Duties

• Troubleshoot and resolve escalated technical issues via telephone, remote access, and onsite visits.
• Log and track support tickets in the CRM system, ensuring prompt resolutions and follow-ups.
• Monitor and maintain IT systems, servers, and networks for clients.
• Assist with installations, configurations, and upgrades of hardware and software.
• Manage Active Directory, Group Policy, and Microsoft 365 environments.
• Ensure security best practices, including backups, antivirus, and patch management.
• Provide user training and documentation for common IT tasks.
• Assist with network troubleshooting, including routers, switches, and firewalls.
• Work closely with the 3rd Line team to escalate complex issues when necessary.
• Document processes, resolutions, and client environments for future reference.
• Stay updated with the latest industry trends and emerging technologies.

Benefits

• Competitive Salary (£30,000 - £36,000 DOE)
• Additional Annual Leave based on tenure.
• Company Events - team-building activities and social events.
• Ongoing Training & Certification Support to enhance skills and career growth.
• Opportunities for Progression within a growing company.