Job Description
2nd Line Support EngineerNorwich Outskirts£28-34k DOECloudScope is recruiting on behalf of a small, well-established, and growing Managed Service Provider (MSP) based on the outskirts of Norwich. This company provides IT and software solutions to SMEs, delivering high-quality support and innovative technology solutions to their clients.Are you a highly skilled IT professional with a passion for problem-solving and a knack for mentoring? We're seeking a dedicated Second Line Support Engineer to join their expanding team!This role offers a diverse range of responsibilities, including resolving customer IT support tickets via phone and email, contributing to internal and customer projects, and working both in the office and on-site. Excellent communication skills are a must, as you will be updating customers and colleagues on ticket status.
What You’ll Do:
* Act as the escalation point for first-line engineers
* Diagnose desktop and network connectivity problems
* Troubleshoot remotely and in person
* Mentor junior staff
* Configure new hardware
* Monitor the ticketing system and update documentation
* Participate in an on-call rota
Technical Expertise:We need someone experienced with:
* Operating Systems: Windows OS, Windows Server (macOS and Linux familiarity is a plus)
* Networking: Strong understanding of TCP/IP networking (Firewalls, VPN, DNS, DHCP)
* Virtualization: Hyper-V and Azure
* Microsoft 365 Administration: Entra, Intune, Exchange, SharePoint
* Active Directory and GPOs
Bonus points for experience with:
* IP Telephony systems
* Scripting/automation
* Security products and cybersecurity standards
* Microsoft licensing models
Essential Attributes:We value:
* Excellent communication and teamwork skills
* Passion for IT and problem-solving
* Willingness to learn and develop
* Ability to travel when required
* Enthusiasm and a proactive "can-do" attitude
Desirable Skills:(Not required, but advantageous)
* Structured network cabling
* Website hosting and domain names
* Public DNS management
* IP-based CCTV systems
* A relevant degree
Qualifications:
* GCSEs in IT, English, and Maths (grade 4/C or above)
* Full, clean driving licence
* Ability to pass an advanced DBS check
Compensation & Benefits:
* Salary: £28,000 - £34,000 (depending on experience)
* Perks & Benefits:
o Birthday day off
o Annual bonus potential (after probation)
o Additional holiday (after probation)
o Long-service bonus (after 5 years)
o Private medical healthcare (after probation)
o Death-in-service benefits (after probation)