IT Support Engineer

Job Title: Senior 2nd Line IT EngineerLocation: Worcester, West MidlandsJob Type: Full-TimeCompany: Managed Service Provider

The Company:

My client, a leading Managed IT & Cloud Service Provider committed to delivering top-notch IT solutions and support to a diverse range of clients. The team is passionate about technology and dedicated to providing exceptional service. The company is focused on offering a dynamic and collaborative work environment where innovation and professional growth are highly encouraged.

Role Overview:

We are seeking a talented and driven 2nd Line IT Engineer to join a growing team. In this role, you will be the backbone of our technical support division, playing a crucial part in ensuring our clients' IT systems are robust, secure, and running smoothly. You will be responsible for resolving complex technical issues, providing advanced support, and working closely with our clients to understand their needs and deliver tailored IT solutions.

Key Responsibilities:

• Provide 1st, 2nd and lower 3rd line support to clients, addressing and resolving IT incidents and service requests in a timely manner.
• Troubleshoot and resolve hardware and software issues, relating to platforms including Office 365 & Azure, IntuneMDM, Windows Servers, Networking equipment, and backups.
• Perform regular maintenance and updates on client systems, ensuring optimal performance and security.
• Collaborate with 1st line support and other team members to escalate and resolve more complex issues.
• Manage and monitor client IT infrastructure, proactively identifying and addressing potential problems.
• Assist with the deployment and configuration of new hardware and software solutions.
• Maintain detailed documentation of support activities, solutions, and client interactions.
• Provide exceptional customer service, building strong relationships with clients and ensuring their satisfaction.
• Stay up-to-date with the latest industry trends and technologies, continuously improving your technical skills.

Skills Required:

• Proven experience as a 2nd Line IT Engineer in an IT MSP
• Strong knowledge of Windows and Mac operating systems, including server environments.
• Experience with Active Directory, Office 365, and Azure AD
• Proficiency in troubleshooting network issues, including LAN, WAN, VPNs, firewalls and switches.
• Familiarity with virtualization technologies such as VMware or Hyper-V.
• Excellent problem-solving skills and the ability to work under pressure.
• Strong communication and interpersonal skills, with a customer-focused approach.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Azure Administrator) are highly desirable.
• A proactive mindset with a commitment to continuous learning and professional development.

What's on offer?

• Up to £35,000 Starting Salary
• Paid formal training - Microsoft, Cisco, SonicWall.
• A supportive and collaborative team environment.
• Access to the latest technologies and training resources.
• The chance to work with a variety of clients and industries, broadening your experience and expertise.

MSP - Cloud - IT Service Management - Cisco - Azure - M365 - 2nd Line - IT Projects - Service Provider