2nd Line IT Support Engineer

Join Our Team as a Support Engineer!
Are you a skilled IT professional with a passion for solving complex technical issues? Do you thrive in a dynamic environment, providing top-notch support and ensuring seamless operations? If so, we want you on our team!

Position: 2nd Line IT Support Engineer
Location: Central London (Remote and On-Site)

About the Role:
* As a Support Engineer, you will play a crucial role in delivering exceptional second-line technical support for our hardware, software, network, and system-related issues. You will troubleshoot and resolve escalated incidents, ensuring adherence to our service level agreements and resolution targets. Your expertise will not only solve complex problems but also empower our first line support team through documentation and training.

Key Responsibilities:
* Provide second-line technical support for hardware, software, network, and system-related issues.
* Troubleshoot and resolve escalated incidents and service requests from end-users or the first line support team.
* Own and manage escalated incidents until resolution, ensuring adherence to service level agreements and resolution targets.
* Document troubleshooting steps, solutions, and best practices for common and complex issues.
* Share expertise and provide training to first line support technicians.
* Communicate effectively with end-users, customers, and other IT teams to provide status updates, resolutions, and follow-up actions.
* Manage expectations regarding incident resolution timescales and provide regular progress updates.
* Maintain up-to-date knowledge of IT systems, technologies, and industry trends.
* Commit to ongoing skills development, including obtaining required Microsoft Certifications.

Qualifications:
* High school diploma or equivalent.
* Microsoft Endpoint Administrator Associate.
* Microsoft Administrator Expert.
* Microsoft Azure Security Engineer Associate.
* Identity and Access Administrator Associate.

Skills and Experience:
* 3-5 years of technical support experience.
* Strong understanding of IT infrastructure, including hardware, software, and networking.
* Ability to troubleshoot complex technical issues across various IT environments.
* Strong knowledge of Microsoft 365 administration.
* Proficiency in working with both Mac and Windows environments.
* Excellent communication and customer service skills.
* Strong problem-solving abilities and attention to detail.

Desirable Experience:
* Firewalls
* Linux
* Microsoft SQL Server
* Networking (e.g., VLAN, VPN)
* VMWare ESXi

What We Offer:
* Competitive Salary: Commensurate with experience.
* Hybrid Working: Enjoy the flexibility of working both remotely and on-site.
* Life Insurance: Comprehensive coverage for peace of mind.
* Generous Holiday Allowance: Plenty of time to relax and recharge.
* Continuous Learning: Opportunities to upskill and gain certifications.
* Collaborative Environment: Work with a talented and supportive team.

Apply Now:
Join us and be part of a team that values your skills and expertise. Take your career to the next level by providing exceptional support and contributing to our success.

To apply, please send your resume and cover letter to henry . durrant @ intechnologygroup . com

Become a key player in our IT team and help us deliver outstanding technical support and solutions. We look forward to hearing from you!

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.