2nd Line Engineer
2nd Line Support Engineer
Redditch
Permanent - Full-time
VIQU have partnered with a growing Managed Service Provider who are looking to recruit an experienced 2nd Line Support Engineer to join their team. This is a hands-on support role focused on day-to-day ticket resolution, desktop support and troubleshooting across a broad range of customer environments.
The role offers exposure to a wide range of technologies across end-user support, Microsoft, servers, infrastructure, networking and virtualisation, making it well suited to an engineer with a broad technical grounding who enjoys working across different environments.
Key Responsibilities
- Provide 2nd Line technical support across a range of customer environments
- Manage and resolve escalated support tickets within agreed SLAs
- Provide hands-on desktop and end-user support across hardware, software and Microsoft technologies
- Troubleshoot Windows, Microsoft 365 and Active Directory issues
- Support server and infrastructure environments
- Assist with networking and connectivity troubleshooting
- Support virtualised environments and backup infrastructure
- Assist with customer projects, upgrades, deployments and technical changes
- Maintain accurate technical documentation and ticket records
- Provide a professional and customer-focused support service
Key Requirements
- Experience in a 2nd Line IT Support or Desktop Support role
- Previous MSP experience is advantageous - broad technical knowledge across different technologies and environments is essential
- Strong troubleshooting and problem-solving skills
- Good knowledge of Microsoft 365, Windows and Active Directory
- A good grounding across servers, infrastructure and networking
- Exposure to Windows Server, Hyper-V and Veeam
- Understanding of core networking concepts and general connectivity
- Experience working within a structured support environment and to agreed SLAs
- Strong customer communication skills
- Apple/Mac support experience would be advantageous
2nd Line Support Engineer
Redditch
Permanent - Full-time