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Overview:
We are seeking an experienced and dynamic Second Line Engineerto join our helpdesk team
This role serves as a primary escalation point to ensure the resolution of escalated tickets and changes within contracted service levels.
You will also be responsible for remediating vulnerabilities and applying security configurations. T
he job holder is a direct escalation path within the helpdesk team.
You will provide a high level of technical support to a wide range of users, spanning across different industries.
The role demands a commitment to resolving complex incidents and requests while contributing to maintenance and project initiatives, enhancing customer platforms and services.
Key Responsibilities
• Handle escalated issues from first-line support that require a deeper level of technical expertise.
• Perform advanced troubleshooting of hardware, software, network, and system-related issues.
• Coordinate with third-line engineers or external vendors when necessary to resolve complex issues.
• Ensure proper communication and information transfer when escalating issues, providing all necessary details to facilitate fast resolution.
• perform root cause analysis on recurring or complex issues to prevent future occurrences.
• Provide reports and documentation on findings to management and other teams for further review or corrective action.
• Ensure that all incidents and requests are handled in accordance with established SLAs.
• Follow compliance, security, and quality assurance guidelines during troubleshooting and system changes.
• Customer focused and have a genuine desire to provide a quality service.
• Confident and highly motivated individual.
• Excellent written and verbal communication skills.
• A team player who is able to contribute to a collaborative working environment
• Actively seeks to share information in order to improve quality performance
• An understanding of ITIL and Cyber Essentials frameworks. •
Endpoint support for Microsoft Windows and Apple Mac devices, with a focus on troubleshooting and ensuring user productivity.
• Proficiency in the support and management of Microsoft 365 products, including but not limited to Exchange, SharePoint, OneDrive, and Intune.
• Management of Azure resources such as Azure Session Desktops and Azure files.
• Windows Server administration including Active Directory, Group Policy, DHCP and DNS.
• Solid understanding of network infrastructure, including DNS, Wi-Fi, VLANs, and VPNs, with an ability to troubleshoot connectivity issues.
• Experience with VOIP technologies, particularly Microsoft Teams telephony, and its integration within the MSP environment.Â
Hybrid working: 3 days office based, 2 days working from home.
