2nd Line Engineer
Up to £40,000
Bristol / Hybrid
We are fortunate to be working with a leading provider of expert business IT solutions, consultation, training, and support is committed to delivering a comprehensive range of IT services with a personal touch. Specializing in Infrastructure Modernisation, Workspace Transformation, Security, Training, and Managed Services, the company takes a consultative approach, focusing on understanding both the people and the business.
- As a 2nd Line Support Engineer, you will be the key contact for escalating IT support requests and resolving complex issues.
- You’ll collaborate closely with the service desk team to promptly and effectively address technical challenges, whether working remotely or on-site.
- Your responsibilities will include optimizing service desk efficiency by researching and implementing better ticketing practices, identifying patterns, creating new processes, and keeping documentation up to date.
- You'll also work alongside 1st Line Engineers and escalate more complex problems to 3rd Line Engineers when needed, ensuring smooth operations and maintaining high levels of customer satisfaction.
You will need:
- 2-5 years' experience in a fast-paced Managed Service Provider environment.
- Proficient in supporting Windows 8/10/11 & Microsoft 365
- Familiarity with Endpoint Manager and Conditional Access policies.
- Strong expertise in Active Directory, both Windows Server and Azure.
- Experience with Microsoft Intune and Autopilot for desktop support.
- Skilled in supporting Windows Server environments.
- Capable of providing support for Mac systems.
- Solid understanding of networking, including firewalls, routers, and switches.
- Hands-on experience with virtualization technologies such as Hyper-V and VMware.
- Comfortable using industry-standard tools like RMM and ticketing systems.
The organization also places a strong emphasis on employee development, offering clear pathways for career progression aligned with broader business objectives.