Location
Hoddesdon, Hertfordshire (with travel to customer sites as required).
About the Company
Our client is a fast-growing Managed Service Provider (MSP) based in Hertfordshire. They pride themselves on delivering exceptional IT solutions and support to our customers. As they expand, they are looking for a talented and motivated individual to join their team.
They were recently voted runners up by Superops as the Emerging MSP of the Year, out of 300 MSPs.
Role Overview
They are seeking an experienced 2nd Line / Senior IT Support Engineer who has a strong background working within a MSP environments. The ideal candidate will be passionate about technology, customer-focused, and eager to contribute to the team.
Why This Will Appeal to You
* You stay technical. You are the first point of contact but are still working at second and third line depth.
* You deal with real issues straight away and fix them properly.
* Working with a small team that encourages ideas of better ways of working.
* Huge exposure to a wide mix of Windows, M365, Azure, networking, VoIP and cyber security projects.
* You want to grow with a business and become a key member of staff, that has new customers and new environments to get into.
Key Responsibilities
* Provide 2nd line technical support to customers across a range of technologies.
* Support end-users with remote and on‑site assistance by troubleshooting and resolving complex IT issues efficiently and professionally.
* Work with Microsoft 365, Azure, Intune, and firewall technologies.
* Configure, deploy, and maintain systems including switches, routers, firewalls, and wireless solutions.
* Troubleshooting networking, wi‑fi, connectivity, VoIP and security issues
* Taking part with on‑boarding and setup work as new customers join
* Ensure best practices in Cyber Security are implemented and maintained.
* Travel to customers sites when required for onsite support and project work.
* Collaborate with colleagues to deliver excellent customer service and meet SLAs.
* Act as a mentor to the apprentices within the support team, providing guidance, training, and knowledge sharing.
* 3+ Years previous experience in an MSP environment.
* Proven experience in a 2nd line IT support role
* Good knowledge of Windows operating systems
* Networking fundamentals (TCP/IP, DNS, DHCP, VLANs, firewalls, VPNs).
* Hands‑on experience with firewall configuration and management.
* Strong personal skills, developing relationships and assisting with account management of customers.
* Good understanding and willingness to learn of Cyber Security principles and practices.
* Excellent troubleshooting and problem‑solving skills.
* Ability to work independently and as part of a team.
* Organised. Good at creating and keeping documentation up to date.
* Ability to prioritise workload in a fast‑paced, SLA‑driven environment
* Right to work in the UK and Full UK driving license and willingness to travel to customers sites. (Essential)
* Excellent communicator and interpersonal skills (key to this role)
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