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We are seeking a highly motivated and technically skilled 2nd Line IT Support Engineer to join our team working in the South West and surrounding areas, supporting small to medium-sized businesses. This varied role involves providing second-line technical support to end-users and clients, resolving escalated IT issues efficiently and professionally. The ideal candidate will possess strong technical expertise, problem-solving abilities, and excellent communication skills.
Key Responsibilities:
1. Handle escalations from 1st Line Support, diagnosing and resolving technical issues on the phone and onsite.
2. Provide technical support for hardware, software, and network issues.
3. Monitor and maintain system performance, security, and availability.
4. Ensure incidents and requests are logged, updated, and closed in the ticketing system within agreed SLAs.
5. Support project work such as upgrades, migrations, and rollouts.
Required Skills and Experience:
* Proven experience in IT support role (minimum 3 years preferred).
* Microsoft 365 Certified (or be willing to obtain certification).
* Strong knowledge of Microsoft Admin Center, Migration and implementation, Exchange Admin Center, SharePoint & Endpoint Manager Admin Center, Microsoft Defender 365, ESET & Webroot, Azure & endpoint experience, and cybersecurity best practices.
* Sound understanding of IPv4 networking.
* Windows 11 OS Install & Support experience.
* Windows Server OS Install and support expertise.
* Remote monitoring and management experience.
* Excellent troubleshooting, analytical, and problem-solving skills.
* Strong communication and interpersonal skills.
* Ability to work independently and as part of a team.
* Full UK Driving License.
* Must be located in a commutable distance to the Greater Bristol Area, United Kingdom.
Experience working with the following:
* Managed switches.
What We Offer:
* A dynamic and collaborative working environment.
* Opportunities for professional development and training.
* Competitive salary package.
* Company Pension.
* A friendly modern office close to Bristol and Bath.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Telecommunications
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