2nd/3rd Line Support Engineer

Job Title: 2nd/3rd Line Support Engineer (Contractor)

Location: Hertfordshire / Hybrid (3 days in office, 2 from home)Contract Type: Contract

Duration: 3 months negotiable

Rate: £300-£350 per day

Job Description

My client are seeking an experienced and proactive 2nd/3rd Line Support Engineer to join their team on a contract basis. The ideal candidate will play a critical role in diagnosing, troubleshooting, and resolving complex technical issues while providing a high standard of IT support and customer service. You will be responsible for supporting business-critical systems, ensuring minimal downtime, and escalating issues when necessary.

Key Responsibilities:

• Provide 2nd and 3rd line technical support for hardware, software, and network issues.
• Troubleshoot and resolve complex incidents, requests, and problems escalated from 1st line support.
• Monitor, maintain, and improve the IT infrastructure to ensure optimal performance and security.
• Support deployment, configuration, and management of servers, workstations, and enterprise applications.
• Manage Active Directory, including user account creation, group policies, and permissions.
• Assist with Office 365 and Exchange administration, including migrations and maintenance.
• Perform system upgrades, patch management, and software installations.
• Provide support for virtualized environments (e.g., VMware, Hyper-V).
• Collaborate with external vendors and service providers to resolve escalated issues.
• Maintain detailed documentation of incidents, troubleshooting steps, and resolutions.
• Contribute to IT projects, including infrastructure upgrades, migrations, and new system implementations.

Required Skills and Experience:

• Proven experience in a 2nd/3rd line support role.
• Strong knowledge of Windows Server (2016/2019/2022) and Windows 10/11 operating systems.
• Hands-on experience with Active Directory, Group Policy, and DNS/DHCP.
• Proficiency in troubleshooting and supporting Office 365, Exchange Online, and Teams.
• Experience with virtualization technologies such as VMware or Hyper-V.
• Familiarity with networking concepts, including VLANs, firewalls, and VPNs.
• Strong understanding of IT security best practices, including antivirus and endpoint management tools.
• Excellent analytical and problem-solving skills with attention to detail.
• Strong customer service skills and ability to communicate technical concepts to non-technical users.

Desirable Skills:

• Experience with cloud platforms (e.g., Microsoft Azure, AWS).
• Knowledge of PowerShell scripting for automation.
• Familiarity with ITIL frameworks and service desk tools (e.g., ServiceNow, Zendesk).
• Certifications such as Microsoft Certified: Azure Administrator, CompTIA Network+, or VMware VCP.