2nd/3rd Line Support Engineer

Job Title: 2nd/3rd Line Support Engineer
Location: Peterborough
Salary: (phone number removed) per annum
Industry: MSP

Our client is seeking an experienced IT engineer to join their growing team in Peterborough. As part of their technical support team, you will be responsible for providing high-level troubleshooting and support to end users. This role will involve diagnosing and resolving complex IT issues, collaborating with internal teams, and delivering exceptional customer service to ensure the smooth running of all IT environments.

• Resolve escalated technical issues from 1st Line Support in a timely and efficient manners.
• Provide advanced troubleshooting and resolution for hardware, software, and network issues.
• Support complex IT infrastructure and systems, including servers, networks, and virtual environments.
• Build and maintain strong relationships with clients, understanding their business needs and IT requirements.
• Provide on-site and remote support to clients as needed.
• Monitor systems for performance issues, proactively addressing problems before they affect clients.
• Ensure backup, disaster recovery, and business continuity systems are maintained and tested.
• Perform regular system updates and patch management to ensure security and reliability.
• Keep accurate records of all support interactions and resolutions in the ticketing system.
• Assist with the implementation of IT projects such as server migrations, network upgrades, and cloud deployments.
• Work closely with other team members, including 1st Line Support, to resolve client issues quickly and effectively.
• Share technical expertise and contribute to the development of junior team members.

• Strong experience in 2nd/3rd line IT support, ideally in an MSP environment.
• Excellent troubleshooting and problem-solving skills for complex IT issues.
• Experience with Windows Server, Active Directory, Exchange, and Office 365.
• Proficiency in networking technologies, including LAN/WAN, DNS, DHCP, VPNs, and firewalls.
• Hands-on experience with virtual environments (VMware, Hyper-V) and cloud technologies (AWS, Azure).
• Knowledge of IT security best practices and experience in securing networks and systems.
• Experience with backup and disaster recovery systems and processes.
• Familiarity with ticketing systems (e.g., ConnectWise, ServiceNow, or similar).
• Ability to work independently, manage time effectively, and handle multiple tasks.
• Excellent communication skills, both written and verbal, with a strong focus on customer service.
• IT certifications such as CompTIA, Microsoft, Cisco, or similar are highly desirable.

• Experience with server and workstation hardware diagnostics and replacement.
• Scripting and automation skills (PowerShell, batch scripts, etc.).
• Knowledge of ITIL processes and frameworks.

If you're an experienced IT professional looking for a new role in a fast-paced, client-focused environment, we'd love to hear from you! Apply today!

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.