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Second Line Support Engineer
Norwich Outskirts (North)
£28-34k + Benefits + Bonus
We are working with a well-established yet small Managed Service Provider (MSP) experiencing steady growth and looking to expand their talented team. We are seeking a skilled Second Line Support Engineer who will play a crucial role in providing high-quality IT support to their customers.
Key Responsibilities:
Serve as the escalation point for first line support engineers. Diagnose and troubleshoot desktop and network connectivity issues both remotely and on-site. Mentor and nurture first line engineers to enhance their skills and knowledge. Configure new hardware according to project specifications and perform installations on-site. Monitor the ticketing system to ensure seamless availability for new support requests. Create and update documentation to maintain an accurate knowledge base. Participate in an on-call support rota and assist with pre-planned out-of-hours project work as required.
Technical Skills:
Familiarity with Microsoft 365 administration, including Entra, Intune, Exchange, and SharePoint. Familiar with Azure. Proficient with Windows OS and Windows Server, with exposure to MacOS and Linux. Strong understanding of TCP/IP networking, including Firewalls, VPN, DNS, and DHCP. Experience with troubleshooting and configuring networking hardware. Knowledge of Active Directory and Group Policy Objects (GPOs). Experience with IP Telephony systems and an understanding of common cybersecurity standards.
Personal Requirements:
Excellent communication skills with a strong team orientation. A genuine passion for IT and technology. Eagerness to learn new skills and a willingness to travel when necessary. A proactive 'can do’ attitude and ownership of tasks.
Salary & Benefits:
Salary range of £28,000 - £34,000 DOE. Birthday day off and annual bonuses after probation. Additional five days of holiday following successful completion of probation. Long service bonuses and private medical healthcare available after probation. Death in service benefit (5x salary) after probation.
This is a permanent, full-time role based in our office from Monday to Friday. A full clean driving license is required, and candidates must be able to pass an advanced DBS check.
