2nd Line IT Support Engineer

Field / 2nd Line Support Engineer Job Specification

SPONSORSHIP IS NOT AVAILABLE AT THIS OR ANY TIME IN THE FUTURE

Driving Licence required

Location: On-site and Remote (Field-based and Office-based as required)
Salary Range: Competitive, based on experience

Overview

We are seeking a motivated and skilled Field/2nd Line Support Engineer to join the growing technical team at one of our most valued clients, an MSP/MSSP providing expert IT solutions to a diverse range of businesses across the UK. This role is a critical part of thier Service Desk function, bridging 1st Line Support and more complex technical escalations. The successful candidate will be responsible for delivering exceptional service to the companys' clients through on-site and remote support, troubleshooting, and delivering technical solutions in line with company values.

Key Responsibilities

Technical Support:

Provide 2nd line support for incidents and service requests escalated from 1st line.

Act as an escalation point for complex technical issues, ensuring timely resolution.

Diagnose, troubleshoot, and resolve hardware and software issues on client endpoints, servers, and network devices.

Collaborate with 3rd Line/Pre-sales engineers to escalate or resolve advanced technical issues when necessary.

Field Support:

Visit client sites to provide hands-on support, including installations, upgrades, and repairs of IT equipment.

Conduct site surveys and audits to identify potential risks, issues, or opportunities for system improvements.

Ensure all work completed on-site meets the client's expectations and aligns with quality standards.

Client Service and Communication:

Maintain a high level of customer satisfaction by providing clear, professional, and timely updates to clients.

Liaise effectively with clients to gather information, understand their needs, and provide appropriate solutions.

Deliver training or guidance to end-users on IT systems when required.

Documentation and Processes:

Ensure all incidents, service requests, and resolutions are logged accurately in the ticketing system.

Document client environments, site visits, and changes made to infrastructure.

Assist in maintaining and updating internal knowledge bases and documentation.

Team Collaboration:

Support the Service Desk Team Leader in ensuring SLAs are met.

Mentor 1st Line Support Engineers to improve their technical skills and knowledge.

Contribute to team projects and initiatives, including identifying areas for improvement in processes and technologies.

Required Skills and Experience

Technical Skills:

Operating Systems: Strong knowledge of Server and Desktop operating systems (e.g., Windows 10/11, Windows Server 2016/2019/2022, MacOS).

Networking: Good understanding of networking concepts such as DNS, DHCP, VLANs, VPNs, and firewalls.

Cloud Platforms: Experience with Office 365 administration (Exchange Online, SharePoint, Teams, etc.) and Azure services.

Hardware: Proficiency in diagnosing and repairing desktops, laptops, printers, and other IT peripherals.

IT Security: Familiarity with cybersecurity best practices, antivirus solutions, and basic incident response.

Experience with ticketing systems and remote monitoring and management (RMM) tools.

Soft Skills:

Excellent troubleshooting and problem-solving skills.

Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.

Exceptional time management and organisational skills, with the ability to prioritise workload effectively.

Customer-focused mindset with a passion for delivering outstanding service.

Experience:

Minimum of 2 years of experience in a 2nd Line Support or similar IT role, in an MSP environment.

Proven experience supporting both on-premises and cloud-based IT infrastructure.

Certifications (Desirable):

Microsoft 365 Certified: Modern Desktop Administrator Associate or Azure Administrator Associate

Other Requirements

Full UK Driving Licence: This role requires regular travel to client sites, so a valid driving licence is essential.

Flexibility: Willingness to occasionally work outside regular office hours to accommodate client needs or complete urgent projects.

What's on Offer

Competitive salary and benefits package.

Opportunities for career progression and ongoing professional development.

A supportive, collaborative team environment.

Exposure to a wide range of technologies and industries.

About The Company

My client is a UK-based MSP/MSSP, dedicated to providing exceptional IT solutions and services to businesses of all sizes. Their core values revolve around innovation, collaboration, and delivering reliable, secure solutions to clients. They value their team and are committed to fostering growth and success for every employee