2nd line Support Engineer-MSP

An award winning and voted one of the best MSPs to work at are looking for a 2nd line Suppport Engineer to come and join their team.

This is an exciting opportunity to be part of a successful and leading MSP. The role is hybrid with 4 days in the office and 1 day WFH.

Benefits

Hours: 7.5 hours a day on a fortnightly shift pattern (8am to 4.30pm or 9am to 5.30pm or 9.30am to 6pm)

Holidays: 20 days per year, plus bank holidays. After 3 years continuous service, an extra day annual leave up to 25 days. Birthday off work (from 2025)

Benefits: Competitive Package Offered - Gym membership, Vitality at Work Business rewards & benefits, Cycle to Work scheme, quarterly team nights out/events, monthly games night with pizzas and breakfast on Wednesdays!

You will take a supporting role in the management and resolution of the customers technical issues, as well as taking a proactive stance in improving the managed services delivered through additional client services and effective Problem Management.

Essential Experience As A 2nd line Support Engineer

• MSP background preferable
• 2-3 years proven experience in an IT support role (1st/2nd line)
• Experience of working to an ITIL framework in a service desk capacity
• Microsoft Windows Server 2016 - 2022
• Microsoft 365 Support for Email, SharePoint, OneDrive and Teams
• Active Directory Management
• Windows 10, 11 Operating System Support
• Apple OS and Apple Mac support experience
• Microsoft Office Suite
• Backup Technologies such as DATTO, Acronis
• Laptop/desktop and thin client support

Essential Certification (Any one of the below ) or currently studying towards one

• MS-900 Microsoft 365 Fundamentals Certification
• AZ-900 Microsoft Azure Fundamentals Certification
• SC-900 Microsoft Security Fundamentals Certification

Personal Skills

• Highly Motivated
• Can do attitude
• Attention to detail
• Excellent communication
• Proven client service skills
• Ability to work under pressure
• Willingness to work flexibly as required
• Good telephone etiquette

Main Tasks and Responsibilities

• Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress.
• Recording all IT Incidents, Requests and Problems, ensuring all relevant details are captured in line with Service Desk standards.
• Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA).
• Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing information to identify and resolve a range of technical Incidents such as hardware, software, application and network Incidents with the objective of restoring normal service as quickly as possible.
• Liaise with third party suppliers where necessary, logging tickets and act as a central point of contact.
• Monitoring and tracking Incidents, Requests or Problems, escalating where necessary to other resolver groups, or line Manager.
• Log and assign tickets and monitor workloads for the other Service Desk team members.
• You will be required to attend our client sites to provide IT Support as directed by your Line Manager.