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About the Role
We are seeking a highly skilled 2nd Line Support Engineer to join our team. This role involves resolving escalated IT issues and providing advanced technical support in a fast-paced MSP environment. Responsibilities include diagnosing, troubleshooting, and resolving complex infrastructure, networking, server, and application issues.
Key Responsibilities
1. Technical Support & Troubleshooting: Manage escalated tickets, diagnose issues with Windows Server, Office 365, VMware, Hyper-V, and cloud platforms. Support network infrastructure changes.
2. Incident & Problem Management: Handle complex incidents, follow ITIL processes, and collaborate with Tier 3 engineers. Participate in out-of-hours incident response.
3. System Maintenance & Monitoring: Conduct system health checks, perform preventive maintenance, and monitor system alerts.
4. Project Support: Assist with infrastructure projects, server upgrades, cloud migrations, and client onboarding.
5. Client Management & Communication: Maintain professional communication and ensure customer satisfaction.
6. Documentation & Knowledge Sharing: Update technical documentation and mentor Tier 1 engineers.
7. Collaboration & Development: Work with Tier 3 engineers and stay updated on emerging technologies.
Essential Skills & Experience
* Experience with Windows Server, Active Directory, DNS, DHCP, Group Policy
* Office 365 administration expertise
* Experience with VMware, Hyper-V
* Networking skills: TCP/IP, VLANs, routing, firewalls, VPNs
* Knowledge of Azure and AWS
* Strong problem-solving and communication skills
Desirable Skills & Certifications
* IT security practices, firewall configs, MFA, anti-virus
* PowerShell scripting, automation tools
* ITSM platforms (HaloPSA, ConnectWise, Autotask)
* Compliance standards (GDPR, ISO 27001)
* Certifications: Microsoft Certified: Azure Administrator, MCSA, CompTIA Network+, Cisco CCNA, ITIL Foundation
Why Join Us?
* Work in a dynamic MSP environment with diverse projects
* Career progression into specialized roles or Tier 3
* Training and development opportunities
* Competitive salary and benefits
If you are passionate about IT and want to advance your career, apply today!
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