2nd/3rd Line Support Engineer - Modern Workplace

Role: 2nd/3rd Line Support Engineer

Company: Managed Service Provider: 150 staff – 70+ Engineers - £60million Turnover

Location: Basildon (Hybrid)

Salary: £35,000 - £42,000

A 2nd Line IT Engineer acts as an escalation point for complex technical issues (via remote or on-site support)

• Incident Management: Investigating, troubleshooting, and resolving complex technical issues escalated from junior support engineers
• System Maintenance: Performing advanced configuration, installation, and maintenance of hardware, software, servers, and networks
• Documentation: Updating ticketing systems with detailed notes, creating knowledge base articles, and maintaining IT asset registers
• User Support: Providing direct technical support (face-to-face or remote) for user issues
• Proactive Monitoring: Monitoring systems and investigating recurring issues to prevent future incidents
• Technical Skills: Proficiency with Windows Server, Entra ID, Microsoft 365, networking protocols (DNS, DHCP), and hardware diagnostics