Job Description
2nd Line / 3rd 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
* Strong 2nd Line, verging into 3rd Line.
Side Notes
* This role is 5 days onsite but could be 4 days for someone highly experienced.
* This would be a great role for someone at a strong 2nd line support level who wants to be developed/supported into 3rd line.