1st & 2nd Line Support

1st Lines Support & 2nd Line Support engineers needed. Our client has said:We're expanding our team and are looking for both a 1st Line Support Engineer and a 2nd Line Support Engineer to provide essential IT support to our clients, primarily boutique hotels in Central London.

We're a close-knit, supportive team based in the heart of London. This is a great opportunity to work in a dynamic environment where you'll get to know your clients personally through regular site visits and build strong relationships.

1st Line Support Engineer: This role is perfect for a proactive and customer-focused individual who enjoys being the first point of contact. You will be responsible for providing on-site and remote support, resolving daily IT issues, and carrying out routine maintenance tasks. Your communication skills and friendly approach will be key to building a great rapport with our clients.

2nd Line Support Engineer: We are looking for a technically skilled professional to handle more complex issues. You will be a point of escalation for our 1st line team, troubleshooting a wide range of problems related to servers, networks, and infrastructure. This role requires strong analytical skills and the ability to work independently on more in-depth technical challenges.

1st Line Duties:

• Provide prompt on-site and remote IT support to clients.

• Log, troubleshoot, and resolve a wide range of common hardware and software issues.

• Escalate complex problems to the 2nd line team while maintaining ownership of the ticket.

• Perform routine maintenance tasks and build strong client relationships.

2nd Line Duties:

• Act as a point of escalation for complex IT issues from the 1st line team.

• Troubleshoot and resolve advanced problems with Windows servers, networks (DNS, DHCP), and virtual environments.

• Perform system updates, patching, and server maintenance.

• Assist with project-based work, including new system deployments and infrastructure upgrades.

For the 1st Line role, you should have:

• Previous experience in a 1st line IT support position.

• Confidence with Windows operating systems and common applications.

• Excellent communication and customer service skills.

For the 2nd Line role, you should have:

• Proven experience in a 2nd line IT support position.

• Strong knowledge of Windows Server, Active Directory, and network troubleshooting.

• Experience with virtualisation technologies is highly desirable.

If you are a talented IT professional looking for a new challenge in a vibrant London location, we'd love to hear from you.