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Job Title: 2nd Line Support Engineer
Location: Ipswich
Salary: 25,000 - 32,000 per annum
About the Role:
As a 2nd Line Support Engineer, you will be responsible for providing advanced technical support, troubleshooting complex issues, and assisting with escalations from the 1st line team. This role requires a proactive individual with excellent problem-solving skills and the ability to work effectively both independently and as part of a team.
Key Responsibilities:
- Provide 2nd line technical support to clients, handling escalations from 1st line engineers.
- Troubleshoot and resolve issues related to hardware, software, networking, and cloud services.
- Perform system administration tasks including user management, permissions, and backups.
- Install, configure, and maintain IT systems and applications.
- Document resolutions and contribute to the knowledge base.
- Liaise with third-party vendors when necessary.
- Ensure high standards of customer service and maintain clear communication with clients throughout the support process.
- Participate in on-call support if required.
Key Requirements:
- Proven experience in a 2nd line support role, preferably within an MSP environment.
- Strong knowledge of Windows Server, Active Directory, Office 365, and networking fundamentals.
- Experience with virtualization technologies (VMware, Hyper-V).
- Familiarity with remote support tools and ticketing systems.
- Excellent communication and interpersonal skills.
- Ability to manage and prioritise multiple tasks effectively.
- Industry certifications (e.g., CompTIA, Microsoft, ITIL) are highly desirable.
*** Please note, a driving licence and access to your own vehicle is required for this role ***
If you're a talented 1st or 2nd Line Support Engineer looking for your next challenge and want to work in a friendly, fast-paced environment, we want to hear from you! APPLY TODAY!
