MSP - 2nd Line Support Engineer

A growing IT solutions provider is looking to add an IT Support Engineer to its internal helpdesk team, supporting SME clients across Oxfordshire and the Thames Valley.

This is a varied, hands-on role where you'll be involved in everything from day-to-day user support through to infrastructure, cloud, networking and security-related issues. It would suit someone who enjoys problem-solving, speaking with customers and building broader technical experience within an MSP-style environment.

You will be supporting a range of clients across Microsoft, desktop, server, networking and cloud environments. The role will involve fault diagnosis, ticket ownership, system maintenance and working closely with customers to ensure issues are resolved efficiently and professionally.

There will also be opportunities to get involved in wider technical enquiries, project-related work and continuous improvement across client environments.

• Providing telephone, email and remote support to customers
• Diagnosing and resolving desktop, server, cloud and network issues
• Supporting Microsoft 365, Exchange, Windows desktop and Windows Server environments
• Handling IT administration requests and routine system maintenance
• Taking ownership of tickets and keeping customers updated throughout
• Escalating complex issues where required
• Liaising with third-party suppliers and service providers
• Supporting general customer enquiries
• Producing reports for clients and internal teams

Experience in IT support, ideally within an MSP, helpdesk or customer-facing technical environment Knowledge of Windows 10/11, Microsoft Office, Microsoft 365 and Windows Server Strong troubleshooting and problem-solving ability Excellent written and verbal communication skills Professional, proactive and customer-focused approach Able to manage your own workload and prioritise tickets effectively Keen to keep learning and developing your technical skills

Exposure to any of the following would be beneficial:

• Microsoft 365
• Intune
• Azure
• Hosted Exchange
• Remote Desktop Services
• VMware
• Windows Server
• macOS / Apple iOS
• Antivirus, EDR or XDR tools
• Backup technologies such as Datto, Veeam or Axcient
• Switches, routers and wireless networks
• WatchGuard firewalls
• IPSec / SSL VPNs
• DNS / DHCP
• Internet connectivity troubleshooting

This is a strong opportunity to join a hands-on IT solutions provider where you'll gain exposure across support, infrastructure, cloud, networking and security. You'll be part of a close-knit technical team, working with a broad client base and developing your skills across a genuinely varied technical environment.

Oscar Associates (UK) Limited is acting as an Employment Agency in relation to this vacancy.

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