Role: 2nd/3rd Line Support Engineer
Company: Managed Service Provider: 150 staff – 70+ Engineers - £60million Turnover
Location: Basildon (Hybrid)
Salary: £35,000 - £42,000
A 2nd Line IT Engineer acts as an escalation point for complex technical issues (via remote or on-site support)
* Incident Management: Investigating, troubleshooting, and resolving complex technical issues escalated from junior support engineers
* System Maintenance: Performing advanced configuration, installation, and maintenance of hardware, software, servers, and networks
* Documentation: Updating ticketing systems with detailed notes, creating knowledge base articles, and maintaining IT asset registers
* User Support: Providing direct technical support (face-to-face or remote) for user issues
* Proactive Monitoring: Monitoring systems and investigating recurring issues to prevent future incidents
* Technical Skills: Proficiency with Windows Server, Entra ID, Microsoft 365, networking protocols (DNS, DHCP), and hardware diagnostics