2nd Line Engineer

Role: 2nd Line Engineer Location: Basildon, Essex Model: Hybrid-Working Salary: Up to £38,000

About Our Client

Our client is a well-established UK-based IT Managed Services Provider (MSP) delivering reliable and forward-thinking IT solutions to businesses across multiple sectors. They offer a broad range of services including IT support, hybrid cloud solutions, cybersecurity, infrastructure management, low-code platforms, and AI technologies. The organisation is known for its strong customer focus, technical expertise, and commitment to service excellence.

Role Overview

Our client is seeking a 2nd Line Helpdesk Engineer to provide advanced technical support to their customer base. The role involves resolving complex IT issues directly and handling escalations from the 1st Line Helpdesk team. Support is delivered via phone, email, and a ticketing system, with an additional focus on contributing to and maintaining internal documentation and knowledge bases.

Key Responsibilities

• Provide remote IT support, resolving complex technical issues efficiently
• Troubleshoot and resolve tickets escalated from the 1st Line Helpdesk team
• Maintain and update customer documentation and internal knowledge bases
• Support and mentor junior engineers to help develop team capability
• Attend customer sites occasionally to resolve recurring or high-complexity issues

Required Skills & Experience

• Strong experience with Microsoft server and desktop operating systems
• Hands-on experience with Microsoft 365, SharePoint, Intune, Active Directory, and Teams Voice
• Virtualisation experience with VMware and/or Microsoft Hyper-V
• Fundamental networking knowledge, including switches and firewalls
• Experience with PSA/RMM tools and documentation platforms is advantageous

Personal Attributes

• Adaptable and calm under pressure
• Keen to learn and continuously develop technical skills
• Reliable, honest, and professional
• Strong team player with a collaborative mindset
• Customer-focused with excellent communication and service skills

What's on Offer

• A supportive and collaborative working environment
• Clear opportunities for career progression
• Ongoing training and professional development
• Competitive salary, dependent on experience

Right to Work

Applicants must have the right to live and work in the UK. Sponsorship is not available for this role.