Overview
Second Line Helpdesk Engineer
Up to £30k per year • Kings Lynn (Norfolk) • Hybrid (2 to 3 days a week)
Responsibilities
* Provide advanced technical support to resolve complex hardware, software, and network issues for end users.
* Troubleshoot and diagnose problems, often handling escalations from first-line support, with timely resolution within SLAs.
* Support multiple operating systems (Windows and MacOS) and business-critical applications such as Microsoft 365.
* Administer user accounts, network protocols, and remote access tools.
* Collaborate with colleagues and third-party vendors to maintain high service standards.
Technical Skills & Qualifications
* Troubleshooting hardware, software, and network issues
* Strong knowledge of Microsoft 365 and operating systems (Windows, MacOS)
* Experience with Active Directory administration
* Familiarity with network protocols (TCP/IP, DNS, DHCP)
* Excellent communication and customer service skills
* Ability to diagnose and resolve escalated incidents efficiently
* Knowledge of remote access tools and remote support
* Basic scripting skills (PowerShell or similar) (desirable)
* Understanding of cloud technologies (Azure, AWS) (desirable)
* Certifications such as CompTIA A+, Microsoft MTA, or ITIL Foundation (desirable)
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