2nd Line Support Engineer - Are you an experienced 2nd Line Support Engineer who is looking for a new challenge? A leading independent IT Managed Service Provider based in Norwich is looking for a 2nd Line Support Engineer to join their team in Norwich, Norfolk.

Why them?

This is a great opportunity to support a range of companies across the UK, ranging from SMEs to corporate entities to education, healthcare, and local governments. Offering a wide array of solutions with focus on utilising Cloud services, modern computer hardware, and managed networking infrastructure. Their mission is to revolutionise IT support and solutions for businesses of all sizes, helping them unlock their full potential.

Company benefits include:

Competitive Salary: On offer is a salary of £27,000 - £32,000 depending on experience.
Holiday: 25 days holiday plus birthday off, plus Christmas shut down (from holiday entitlement).
Free Parking
Company Health Insurance Plan

About the role:

As an experienced 2nd Line Support Engineer, you will work as part of a dedicated helpdesk team. You will be responsible for the handling tickets and escalating issues where applicable. You will complete tasks in a timely well communicated manor working with their clients and keep the senior management team informed.

The role will be primarily office based but you may visit client's premises to complete hardware installations, site visits and emergency callouts.

Main Duties and Responsibilities:

Utilise effective questioning to perform efficient and informative troubleshooting activities.
Create detailed documentation of replication steps for issues and bugs, keeping detailed case notes.
Leverage your excellent customer service skills to manage cases through to resolution, escalating to 3rd line where necessary.
Diagnosing and resolving hardware-based technical issues remotely.
Supporting and maintaining on-premises and Cloud-based Microsoft Server/Desktop environments and back-up solutions.
Installation of authorised software to servers, desktops, and laptops as well as Antivirus installation and management.
Ensuring security suite and OS updates/upgrades are applied on relevant hardware.
Remote support of networking infrastructure.
Reporting software licensing changes to management for accurate billing updates.

About you:

As the ideal 2ndLine Support Engineer you will be driven, pro-active, customer focused and approachable. You will ideally have a minimum of 3 years' experience in a role at a similar level. Excellent communication skills, a keen eye for detail, and a passion for IT are essential for this role. Key skills include a strong technical background with experience in supporting SME environments. Proficiency with the Microsoft 365 ecosystem, Entra ID & Intune, Windows Server & Desktops OS's, virtualisation and experience of ticketing/PSA & RMM systems is essential. Familiarity with modern networking concepts and hardware, VoIP platforms, and web hosting would be advantageous.

You will also hold a full driving license and access to your own vehicle, with a mileage allowance paid.

If you have all the relevant skills and experience, plus keen to develop your career with a company who can offer progression opportunities then please apply by forwarding an up-to-date CV as soon as possible. We look forward to hearing from you.

Please check your email inbox and spam / junk mail folder for any email correspondence for this role.

If you require any reasonable adjustments, such as access or information in an alternative format, please inform us as soon as possible so that we can make the appropriate adjustments.

No recruitment agencies, please

Additional keywords: IT support, 2nd Line IT, technician, software, hardware, IT manager, support technician, 2nd line support, help desk, IT diagnostics, IT Engineer, support engineer,

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