2nd Line Support Engineer

2nd Line Support Engineer - Sevenoaks, Kent - £35,000 + Excellent benefits & career development

Overview:

An excellent opportunity has arisen with a leading Managed Service Provider (MSP) based in Kent for a 2nd Line Support Engineer.

You will play a crucial role in delivering exceptional IT support services to the company’s clients remotely from their offices, and onsite when required.  You will work closely with the clients to address their IT needs, troubleshoot technical issues, and provide proactive solutions to ensure the smooth operation of their IT systems.

Role & Responsibilities:

• Provide second line technical support to clients via phone, email, or on-site visits.
• Diagnose and resolve hardware and software issues, including but not limited to desktops, laptops, servers, and network infrastructure.
• Install, configure, and maintain operating systems and software applications.
• Perform hardware and software upgrades as needed.
• Collaborate with the service desk team to ensure timely resolution of client issues.
• Document and maintain accurate records of client requests and resolutions in our ticketing system.
• Assist in the implementation of IT projects, including network upgrades, cloud migrations, and cybersecurity initiatives.
• Conduct regular system maintenance and health checks to proactively identify and address potential issues.
• Stay current with industry trends and emerging technologies to provide valuable insights and recommendations to clients.
• Provide excellent customer service and maintain a positive client relationship.

Essential Skills & Experience:

• Previous experience in IT Support/Helpdesk Role.
• Strong knowledge of Windows operating systems.
• Proficiency in troubleshooting hardware and software issues.
• Familiarity with networking concepts and protocols.
• Intermediate level of experience in Microsoft 365 and Entra ID required.
• At least 2 years’ experience with Microsoft 365 & Azure preferred.

• Experience with VoIP Phone system preferred.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently and as part of a team.

Desirable:

• Knowledge of Mac operating systems desirable.
• Experience working for an MSP.
• Relevant certifications such as CompTIA A+, Network+, MS900, AZ-900 or SC-900.

Package:

• £27,500 - £35,000 – Subject to experience/skills.
• Overtime available.
• 20 days holiday (increasing each year to 25 days) plus bank holidays.
• Company Social Events.
• Health Care Membership.
• Pension Scheme.
• Use of company vehicles.
• Free Parking.
• Sick Pay.