2nd Line Support Engineer

2nd Line Support Engineer - Sheffield

Andy File Associates Limited is working as a Recruitment Agency on behalf of our client with regards this permanent position.

Job Title: 2nd Line Support Engineer
Location: Sheffield (Hybrid working available)
Salary: Up to £35,000

Company Overview:

Our Client is a fast-growing IT services provider specialising in cloud solutions and modern IT infrastructure.

Job Description:

We are looking for a 2nd Line Support Engineer to join our clients team. The ideal candidate will have solid experience in IT support and a passion for providing excellent client service. This role requires a proactive, solutions-oriented individual who can efficiently handle technical issues, assist with service delivery, and contribute to the continuous improvement of support processes.

Key Responsibilities:

• Provide 2nd line technical support for a wide range of client issues, including troubleshooting, resolving incidents, and managing service requests.
• Support service delivery by working closely with the 1st line support and escalating complex issues when required.
• Work with cloud-based technologies, supporting various cloud solutions including infrastructure, applications, and security systems.
• Maintain strong customer relationships by providing timely updates and ensuring a high level of customer satisfaction.
• Diagnose and resolve technical issues across hardware, software, networks, and systems.
• Monitor and maintain system performance, identifying potential issues before they escalate.
• Participate in on-call support rotation and occasional out-of-hours support.

Key Skills & Experience:

• Proven experience in a 2nd line technical support or similar IT support role.
• Strong knowledge of Windows, Linux, and macOS operating systems.
• Experience with cloud technologies (Azure, AWS, etc.) and virtual environments (VMware, Hyper-V).
• Familiarity with networking principles (DNS, DHCP, TCP/IP, VPNs).
• Hands-on experience with IT service management tools (e.g., ServiceNow, Jira).
• Excellent customer service skills and the ability to communicate technical concepts to non-technical users.
• Ability to work well under pressure and manage time effectively.
• Relevant certifications (e.g., CompTIA Network+, Microsoft certifications) are a plus.

Benefits:

• Competitive salary up to £35,000.
• Flexible  working.
• Comprehensive health, dental, and vision insurance.
• 20 days annual leave + Bank holidays.
• Opportunities for professional development and career advancement.
• A dynamic and inclusive work environment.