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2nd Line Support Engineer

In Technology Group Limited
Posted 21 hours ago, valid for 24 days
Location

Hitchin, Hertfordshire SG4 7RB

Salary

£24,000 - £28,800 per annum

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Contract type

Full Time

In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.

Sonic Summary

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  • The position of 2nd Line Support Engineer is available in Hitchin, with a salary range of £30-35k depending on experience.
  • The role requires candidates to have experience in Windows Operating Systems up to version 11 and Servers up to 2022, along with Office 365 and Azure AD/Active Directory administration.
  • Candidates should possess strong troubleshooting skills and be able to act as an escalation point for junior engineers.
  • The successful applicant will collaborate with various support teams and assist in IT projects, ensuring high levels of customer satisfaction.
  • Previous experience in a Managed Service Provider (MSP) environment is beneficial, and familiarity with ticketing systems is required.

Job Title: 2nd Line Support Engineer

Location: Hitchin (onsite)

Industry: Managed Service Provider

Salary: £30-35k (DOE)

Job Overview

We are seeking a skilled and experienced 2nd Line Support Engineer to join our IT support team. In this role, you will act as an escalation point for technical issues that cannot be resolved by Junior engineers, taking ownership of more complex technical queries and troubleshooting across a range of systems. this will include support from 1st-2nd line (with some exposure to 3rd). You will work closely with other IT support team members to ensure the efficient resolution of issues, maintain high levels of customer satisfaction, and support the overall stability and performance of our IT infrastructure.

Key Responsibilities

  • Technical Support: Act as the primary point of escalation from junior team members, providing advanced troubleshooting and resolution of IT issues, including software, hardware, and network-related problems.
  • Problem Diagnosis and Resolution: Conduct root-cause analysis to identify underlying issues and work to resolve recurring problems. Log and document resolutions for future reference.
  • System Administration: Support and maintain Windows/Linux/Mac OS environments, manage user accounts, permissions, and access rights. Assist with configuration, installation, and upgrades of software and hardware as needed.
  • Customer Service and Communication: Maintain strong communication with end-users, keeping them updated on the status of their requests and explaining complex technical information in a user-friendly manner.
  • Collaboration: Work closely with 1st and 3rd line support teams, escalating complex issues to the appropriate teams when necessary.
  • Project Support: Assist in IT projects and rollouts, such as software deployments, system upgrades, and network installations.
  • Continuous Improvement: Identify opportunities to improve support processes and contribute to a culture of continuous improvement within the IT team.

Requirements:

  • Experience in Windows Operation Systems (up to 11) and Servers (up to 2022)
  • Office 365 products
  • Azure AD/Active Dirctory administration
  • MSP experience (beneficial)
  • Experience in working on ticketing systems

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

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In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.