2nd Line Engineer

Role Summary:

The 2nd Line Engineer plays a crucial role in client support by acting as a primary point of contact for technical issues and providing escalation support to 1st Line Engineers. This position also involves backend support for monitoring systems and working efficiently to meet and exceed SLAs, KPIs, and profitability targets.

Role Responsibilities:

- Serve as an escalation point for client calls and emails directed to the service desk.
- Diagnose and repair hardware faults.
- Assist project engineers with the preparation of hardware for onsite deployment.
- Monitor, categorise, and prioritise incoming support tickets.
- Escalate service or project issues that cannot be resolved within agreed service levels.

Key Experience:

- Extensive technical experience within a Managed Service Provider (MSP) environment.
- Proven track record of fault-finding and troubleshooting.
- Familiarity with Microsoft technologies, including Microsoft 365, Windows 7-10, Server (Apply online only), Active Directory, Exchange, and Hyper-V.
- Experience with VoIP telephony, both hosted and on-premise solutions.
- Relevant professional IT certifications such as MCP, MCSA, or other vendor-specific qualifications.

If this sounds interesting, please apply with your up-to-date CV for immediate consideration.