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2nd Line Support Engineer

Real Technical Solutions
Posted 2 days ago, valid for 5 days
Location

London, Greater London EC2V 7WS, England

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 2nd Line Support Engineer position is available at a Managed Service Provider in the City of London, offering a salary of up to £42K depending on experience.
  • Candidates should have previous experience in a similar role, ideally with a background in small or medium-sized Managed Service Providers.
  • Key skills required include strong knowledge of Windows 10-11, Microsoft 365, networking experience, and familiarity with cloud technologies such as Office 365 and AWS.
  • The role involves providing technical assistance to end-users, managing support tickets, and collaborating with Tier 3 engineers to resolve issues efficiently.
  • The company promotes personal development and offers benefits such as a pension, staff treats, and an annual bonus, with a flexible working arrangement of one week in the office and one week remote.

2nd Line Support Engineer - MSP - City of London

Salary: up to £42K DOE + Personal development opportunities, Pension, Staff Treats, Annual bonus, plus - rotating 1 week in office, 1 week remote working

My client a SME Managed Service Provider based in the City of London (Bank area), with an exclusive list of clients they are looking for an experienced 2nd Line Support Engineer / Client Services Engineer, with an exceptional customer service attitude and ideally experience of working previously for a small or medium sized Managed Service Provider.

Core base skills:

  • MSP experience.
  • Windows 11.
  • Microsoft 365 fundamentals as minimum certification.

Our client is a leading provider of IT managed services in London. They offer a wide range of IT services from strategic project management to remote support.

Required Skillsfor the 2nd Line Support Engineer / Client Services Engineer:

  • Strong working knowledge of Windows 10 - 11, Windows 7 and Mac OS X.
  • Network experience; LAN, WAN, Wi-Fi, including troubleshooting and configuration.
  • Strong working knowledge of Windows Server 2008, 2012 and 2016; Active Directory, DFS, FAP, Hyper-V, ADFS, DHCP, DNS.
  • Understanding of PC hardware and software setup and configuration, including TCP/IP networking skills.
  • Cloud Technologies; Office 365, gSuite, AWS, Azure.
  • Experience in troubleshooting client-side applications; Office.
  • Advanced problem-solving skills.
  • Excellent communication skills, both verbally and written, ability to communicate with clients at all levels in a professional manner.

They are a close-knit team who love to have fun. The team is continually developed across all aspects of IT to ensure they provide the very best solutions. Team members are fully qualified and experienced IT Engineers and personal development is supported throughout their journey.

They aim to travel the extra mile for clients and exceed their expectations. The success of the business to date has been built through referrals from satisfied clients.

Purpose of the for the 2nd Line Support Engineer / Client Services Engineer:

  • The successful applicant will be responsible for providing technical assistance to various end-users, including answering questions, consulting or resolving systems issues via telephone, remote connectivity, or in person.
  • The role will be acting as the first point of contact for clients, providing immediate advice and resolution via troubleshooting and configuration updates.
  • From logging a ticket, you will be the ticket lead, responsible for providing a solution, liaising with other engineers as required, and following up with the client to ensure that they’re happy with the service.
  • The role will deliver a high level of hardware and software support by efficiently providing technical assistance related to installations, upgrades, applications, email and operating systems.

Duties and responsibilities2nd Line Support Engineer / Client Services Engineer:

  • Assist end-users by providing Tier 1 and Tier 2 technical support to raise queries professionally while maintaining a high level of customer service and working with Tier 3 engineers effectively - this may be remote troubleshooting or involve site visits.
  • Take ownership of all technical queries, ensuring that they are resolved within accordance with each client’s SLA.
  • Manage ticket queue, ensuring that all open tickets are up to date with relevant troubleshooting steps and current ticket status.
  • Maintain systems, install new units and make modifications to networking hardware as required.
  • Identify and research future infrastructure systems and technology innovations and apply this knowledge to client infrastructure improvements.
  • Provide clients with advice and support on system improvements and benefits.
  • Assist with project work as requested. This may include design, implementation or a combination of both.

2nd Line Support Engineer - MSP - City of London

Salary: £42K DOE + Personal development opportunities, Pension, Staff Treats, Annual bonus, plus - rotating 1 week in office, 1 week remote working

Apply now in a few quick clicks

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.

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