Overview
2nd Line Support Engineer | London | Full Time | £32,000–£37,000 (DOE)
Looking for a role where you can make a real impact and be the go-to problem solver?
Our client is a leading provider of IT, Cloud and Unified Communications solutions, committed to delivering top-tier IT support and solutions to a diverse range of businesses. Located in the heart of London, they are proud to be only moments away from their clients, offering a vibrant and dynamic work environment.
This is an exciting time in their journey, and they’re seeking a motivated and customer-focused 2nd Line IT Support Engineer to join their high-energy service desk team. In this hands-on role, you’ll provide expert IT support both remotely and on-site, mentoring 1st Line engineers and working alongside senior engineers to deliver an exceptional IT support experience that truly makes a difference.
Are you the right person for the job?
* Previous experience in a 1st/2nd line support or similar IT support role within an MSP environment
* You’ll be an enthusiastic problem solver with a strong passion for IT
* Good technical skills in Microsoft technologies (O365 – Azure, Intune, Windows, Active Directory, Azure AD, Microsoft Apps), along with good knowledge of network technologies (Sophos, Cisco, Ubiquiti, VPN, VLANs, DNS)
* Familiarity with cloud backup solutions and cybersecurity principles, and methodologies
* Strong communication skills and a background in customer service are essential, as this role involves direct interaction with users
* Ability to work both independently and as part of a team
* Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation, Microsoft certifications, Cisco or similar network certification) are a plus
* Available to work from the office or client's site, 5 days a week
What will your role look like?
* Diagnose and resolve advanced technical issues related to hardware, software, networks, and user accounts
* Provide clear and effective communication to users, ensuring they are kept informed about issue resolution
* Log and manage tickets within the service management system, ensuring all information is accurately recorded
* Monitoring systems, performing repairs, upgrades, installations and other routine tasks
* Being the first point of contact for customers both in person and remotely, logging and resolving calls using the set procedures
* Liaise with partners and third-party companies to resolve client issues
* Maintain accurate technical/handover documentation and user records
* Visit client site to troubleshoot/resolve faults/service outage
* Follow ITIL best practices and contribute to continuous improvement initiatives
What can you expect in return?
* A dynamic and fast-paced working environment
* Opportunities for career progression and professional development, through training courses and certification programs
* Exposure to a wide range of technologies and industries
* A supportive and collaborative team culture
* Competitive salary (£32,000 - £37,000 dependant on experience)
* A range of great benefits, including company events, retail discounts, cycle scheme and pension scheme
What’s next?
It’s easy! Click “APPLY” now! We can’t wait to hear from you!
Your data will be handled in line with GDPR.
#J-18808-Ljbffr