Senior IT Support Engineer (Escalations / 2nd–3rd Line)
Nottingham IT MSP
Why Join Us
* Collaborative Environment: Be part of a close-knit technical team where knowledge sharing and mutual support are part of everyday work.
* Challenging Work: Handle complex technical issues that require real problem-solving, not just quick fixes.
* Room to Grow: Access ongoing learning opportunities and exposure to modern technologies.
* Autonomy & Responsibility: Take full ownership of issues and see them through to resolution.
* Customer Impact: Play a key role in delivering a calm, clear, and high-quality support experience to clients.
Key Role Responsibilities
* Take ownership of advanced technical issues that require escalation beyond first-line support.
* Investigate and resolve problems thoroughly, focusing on identifying underlying causes.
* Provide on-site support when remote resolution isn’t sufficient.
* Liaise with third-party providers and vendors to support issue resolution.
* Keep accurate and detailed records of work carried out, contributing to shared documentation.
* Ensure tickets are managed effectively, with clear updates and adherence to service levels.
* Balance competing priorities while maintaining service quality.
* Offer guidance to junior team members and help reduce repeat escalations.
* Contribute ideas to improve internal processes, tools, and service delivery.
Key Attributes Required
* Demonstrable experience in a 2nd or 3rd line IT support role, ideally within a managed services environment.
* Strong working knowledge of Microsoft 365, Azure AD, Windows Server, networking, and virtualisation platforms.
* A structured and analytical approach to troubleshooting.
* Strong communication skills, with the ability to explain technical matters in a straightforward way.
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