2nd Line Support Engineer

The Job:

We’re delighted to be assisting our client with their need for a 2nd Line Support Engineer to join their growing IT team.

Supporting their service desk where their Service Desk Engineers are the first contact point for their clients when reporting and resolving service incidents and requests. Their Service Desk team deliver excellent customer service to their customers. You will be able to continuously grow and develop your skills and certifications working alongside their clients and as their business grows.

Responsibilities will include:

• Provide one touch close troubleshooting on initial ticket logging
• Call handling and troubleshooting via telephone and remote support software
• Logging of changes and troubleshooting steps taken using CRM system
• Accurate time logging and updating tickets
• Adhering to standard operating processes
• Updating documentation in line with best practice and SOPs
• Providing a high level of customer service to all clients
• Liaising with 3rd party software vendors
• Determine root causes and implement short/ long term fixes where appropriate
• Work toward achieving team and company KPIs

The Person:

For this role, our client is seeking someone with experience of working for a MSP with 2 years IT experience and great people skills. Other skills and experience they are seeking include:

• Windows Desktop and Server operating systems experience
• Microsoft 365 administration experience
• Office Desktop software experience
• Anti-Virus troubleshooting experience
• Desktop, Laptop & Printer troubleshooting experience
• Broadband line diagnosis operational understanding
• Networking and Wi-Fi Operational understanding
• Mac/Linux operational understanding
• Operational knowledge of Active Directory
• A problem solver
• It would be lovely if you have gained qualifications such as CompTIA-A+, Microsoft Certifications, BTEC Lvl. 4 in Computing or similar field

The Salary:

£26-32,000 depending on experience

The Hours:

Monday – Friday 9am – 5.30pm

The Location:

Bristol – Hybrid working (3 days in the office)

The Benefits:

Free Microsoft training and certifications with ongoing professional development, 24 days holiday + Bank Holidays which increase with experience, Car Parking, Pension