Job Title: 2nd Line IT Service Desk Engineer
Location: West Midlands - Remote (with 1 day per week in the Waterfront office and on-site visits)
Salary: Competitive
About Us:
We are an established Managed Services Provider (MSP), specialising in delivering high-quality IT solutions and support to businesses across the UK. We are dedicated to providing outstanding customer service while ensuring that our clients' IT infrastructure is secure, scalable, and reliable. We're looking for a 2nd Line IT Service Desk Engineer to join our growing team, someone who thrives in a fast-paced environment and enjoys working on a range of cutting-edge technologies.
Role Overview:
This is a predominantly remote role, with one office day per week and occasional on-site client visits. As a 2nd Line IT Service Desk Engineer, you will play a key role in delivering mid-level support to our clients, working on escalations from the 1st line team, and assisting with project delivery. You'll be responsible for resolving issues that require technical expertise and will also be involved in proactive system management and continuous improvement initiatives.
Key Responsibilities:
* Provide 2nd & 1st line support to assist with the resolution of technical issues.
* Assist with IT infrastructure projects including cloud migrations, server installations, and network upgrades.
* Maintain and troubleshoot core infrastructure components such as servers, firewalls, networking equipment, and virtualisation platforms (VMware/Hyper-V).
* Support and manage Office 365 and Azure environments, including security policies, data management, and user administration.
* Help and support other team members, particularly with escalations and knowledge sharing to improve overall team performance.
* Configure, maintain, and troubleshoot backup solutions, particularly Veeam, Double Take, and Acronis.
* Implement and support VPNs and firewalls for secure remote access and connectivity for clients. (Fortinet/WatchGuard/etc)
* Conduct site visits to client locations to provide technical support and implement solutions.
* Liaise with clients and deliver exceptional customer service, ensuring timely resolution of issues.
* Document processes, solutions, and troubleshooting steps for knowledge base use.
* Proactively monitor systems and perform regular health checks to ensure the stability of client environments.
* Stay up-to-date with new technologies and provide recommendations to improve IT systems and workflows.
Skills & Experience Required:
* Minimum of 2 years of experience in a 2nd line support role within an MSP or similar environment.
* Extensive knowledge of Office 365 and Azure, including migrations, administration, and troubleshooting.
* Experience with VMware/Hyper-V virtualisation platforms.
* Expertise in networking and troubleshooting network issues.
* Proficiency in configuring and managing backup solutions (Veeam preferred).
* Experience with Windows Server administration (Active Directory, DNS, Group Policy, etc.).
* Ability to troubleshoot hardware and software issues on servers, PCs, and networking devices.
* Strong analytical and problem-solving skills, with the ability to work under pressure.
* Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical clients.
* Full UK driving licence (required for on-site support).
Desirable Certifications:
* Microsoft Certified: Azure Administrator, or similar.
What We Offer:
* Competitive salary
* Predominantly remote working with occasional office and on-site client visits.
* Company-contributed pension scheme.
* Generous holiday package.
* Opportunity to work with the latest technologies in a dynamic and growing business.
Job Type: Full-time
Pay: From £29,000.00 per year
Benefits:
* Company events
* Company pension
* On-site parking
Work Location: In person
Reference ID: WTS 2nd