Senior 2nd Line Support Engineer

Senior 2nd Line Support Engineer - Kent - £35,000 + Excellent benefits & career development

Overview:

An excellent opportunity has arisen with a leading Managed Service Provider based in Kent. They specialise in providing comprehensive IT Solutions and support to help their clients optimise their technology infrastructure, enhance productivity and achieve their business goals.

As the Senior 2nd Line Support Engineer you will be responsible for delivering exceptional IT support services to the clients remotely from the Kent offices and onsite when required. You will work closely with the clients to address their IT needs, troubleshoot technical issues, and provide proactive solutions to ensure the smooth operations of their IT systems. As well as being a hands on engineer, this role is to provide the next step in someone’s career, to take on the leadership role within the team. You will be providing mentoring, team plans, 1-2-1’s and being the point of contact for Senior escalations.

Role & Responsibilities:

• Provide second line technical support to clients via phone, email, or on-site visits.
• Provide leadership, training and mentoring to the team.
• Dealing with any escalations from the 2nd Line Engineer before escalating to the  3rd line team.
• Diagnose and resolve hardware and software issues, including but not limited to desktops, laptops, servers, and network infrastructure.

• Install, configure, and maintain operating systems and software applications.
• Perform hardware and software upgrades as needed.
• Collaborate with the service desk team to ensure timley resolutions of client issues.
• Document and maintain accurate records of client requests and resolutions in our ticketing system.
• Assist in the implementation of IT projects, including network upgrades, cloud migrations, and cybersecurity initiatives.

• Conduct regular system maintenance and health checks to proactively identify and address potential issues.
• Stay current with industry trends and emerging technologies to provide valuable insights and recommendations to clients.
• Provide excellent customer service and maintain a positive client relationship.
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Essential Skills & Experience:

• Previous experience in IT Support/Helpdesk Role.
• Previous experience leading a team.
• Strong knowledge of Windows operating systems.
• Experience in troubleshooting hardware and software issues.
• Familiarity with networking concepts and protocols.
• Experience with cloud-based technologies (e.g., Microsoft 365 & Azure)
• Relevant certifications such as CompTIA A+, Network+, or MS100 are preferred.
• Experience with VoIP Phone system preferred.
• Reliable transportation and a valid driver's license for on-site visits.

Desirable:

• Knowledge of Mac operating systems desirable.

Package:

• £27,500 - £35,000 depending on skills & experience
• Overtime available
• 20 days holiday (increasing each year to 25 days) plus bank holidays
• Career Development Plan
• Pension Scheme
• Health Care Membership