2nd Line Support Engineer – IT MSP Client
The 2nd Line Support Engineer is responsible for handling second line support requests. This relates to all technology, to include: workstations, servers, printers, networks, vendor specific hardware and software, Office 365, SharePoint and other cloud technologies.
Key Duties/Responsibilities
IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
Technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
Remote access solution implementation and support: VPN, Remote Desktop Services.
Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Work with the Service Desk Manager to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
Escalate service requests that require 3rd line and field service engineer level support
Key Technical Background
Office 365
Exchange
SharePoint
Azure Active Directory
Microsoft Intune
Microsoft Teams
Windows Server(s), 2019, 2016, 2012, 2008
Active Directory
DNS / DHCP
Routing and Remote Access
AD Connect
Remote Desktop Services
Microsoft Office Packages
Network Switching
VLAN’s
Firewalls & Routers
Port Forwarding
Routing
Ideal Background
Previous working within an IT MSP