2nd Line Support Engineer - Full Time Role - Up to £40,000
A growing technology services provider is seeking a 2nd Line Support Engineer to deliver remote support services to a wide client base. This role is central to maintaining high service standards, resolving technical issues efficiently, and ensuring excellent customer experience across all interactions.
Key Responsibilities
* Deliver 2nd line remote support to contracted and non-contracted clients
* Manage incidents and service requests through an ITSM system, ensuring accurate logging and updates
* Troubleshoot and resolve desktop, server, and network issues
* Administer and support Microsoft 365 and Azure environments
* Ensure all service delivery meets agreed SLAs and performance targets
* Escalate unresolved issues to appropriate teams in a timely manner
* Support remote installations, configurations, and service requests
* Act as a point of guidance and escalation for junior team members
* Recommend improvements to processes, technologies, and service delivery
Requirements
* Proven experience in a 2nd line support or similar technical role
* Strong troubleshooting skills across desktop, server, and network environments
* Good working knowledge of Microsoft 365, Azure, and general cloud technologies
* Solid understanding of infrastructure, including networking, virtualisation, and security
* Ability to manage multiple tickets and prioritise workload effectively
* Strong communication and customer service skills
* Ability to work under pressure and make sound technical decisions
* Team-oriented with a proactive and reliable approach
* Networking or security certifications
* Microsoft certifications (e.g. Azure, Security, Modern Workplace)
* ITIL Foundation
* Customer service-related qualifications
Package
* 24–30 days holiday + bank holidays
* Mileage reimbursement for business travel
* £500 home working allowance
* Ongoing training and development opportunities
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