2nd Line Technical Support Engineer

2nd Line Technical Support Engineer

Location: Hertfordshire, Watford

Salary: To £36,000

An excellent opportunity for a 2nd Line Technical Support Engineer with a background in working for MSP’s and real-world project deployments and experience with Microsoft 365 and Azure.

Requirements and skills

• Previous experience as a 1st & Second line engineer
• Proven experience in a similar role leveraging Microsoft 365
• Strong understanding of Microsoft 365 apps and services (such as SharePoint, Teams, and Exchange Online).
• Knowledge of cloud computing concepts, including infrastructure as a service (IaaS), platform as a service (PaaS), and software as a service (SaaS).
• Strong problem-solving skills and ability to work well in a team.
• Excellent communication skills with the ability to explain complex technical concepts to a non-technical audience.
• Relevant Microsoft certifications such as Microsoft Certified: Azure Solutions Architect Expert, Microsoft 365 Certified: Enterprise Administrator Expert, or similar credentials are highly preferred.

The 2nd Line technical support engineer will need to stay abreast of evolving technologies and Microsoft updates to provide the best possible advice and solutions to clients. The consultant must be comfortable working in a dynamic environment, managing multiple projects, and always ensuring client satisfaction.

Main Duties and Responsibilities

• Providing technical assistance: Assisting customers with troubleshooting and resolving technical issues related to software, hardware, or network systems. This may involve diagnosing problems, providing step-by-step instructions, or remotely accessing systems to resolve issues.
• Customer support: Responding to customer inquiries and providing timely and effective support through various channels such as phone, email, or chat. Ensuring customer satisfaction by addressing their concerns and resolving their technical issues in a professional and courteous manner.
• Problem analysis and resolution: Analysing and identifying the root cause of technical problems reported by customers. Developing and implementing solutions to resolve issues and prevent future occurrences. This may involve collaborating with other technical teams or escalating complex issues to higher-level support.
• Documentation and knowledge sharing: Creating and maintaining technical documentation, including troubleshooting guides, knowledge base articles, and FAQs. Sharing knowledge and best practices with colleagues and customers to enhance their understanding of products or systems and improve self-help resources.
• Testing and quality assurance: Assisting in the testing and quality assurance process by reproducing reported issues, identifying bugs, and providing feedback to the development team. Collaborating with cross-functional teams to ensure the quality and reliability of products or systems.
• Training and product education: Conducting small training sessions or workshops to educate customers or internal teams on the proper use and functionality of products or systems. Keeping up to date with the latest technologies and industry trends to provide accurate and relevant information.
• Collaboration and teamwork: Collaborating with cross-functional teams, such as manufacturers or sales teams, to provide feedback and contribute to product improvements. Sharing insights and suggestions to enhance customer experience and drive continuous improvement.
• Incident management: Managing and prioritizing technical issues reported by customers based on severity and impact. Following established processes and procedures to ensure timely resolution and minimize downtime.
• Continuous learning and professional development: Staying updated with the latest technologies, industry trends, and best practices through self-learning, training programs, or certifications. Continuously improving technical skills and knowledge to provide effective support and contribute to the overall success of the organization.

Bens:

23 days annual leave + UK bank holidays

Company pension

Medicash subscription

Job Types: Full-time, Permanent

Benefits:

• Casual dress
• Company events
• Company pension
• Free parking
• Health & wellbeing programme
• On-site parking