2nd Line support

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. 

Hybrid working: 3 days office based, 2 days working from home.