2nd Line IT Support Engineer

A fantastic opportunity for an experienced 2nd / 3rd Line IT Support Engineer who enjoys hands-on troubleshooting, technical variety and taking ownership of escalated support issues. This role would suit someone confident across Microsoft 365, Windows Server as well as desktop, networking troubleshooting and user support, exposure to 3rd Line support work is highly beneficial, as there will be a requirement to get involved in both 2nd and 3rd Line technical support across a varied MSP client base.

If you’ve also worked in the following roles, we’d also like to hear from you: IT Support Engineer, 2nd / 3rd Line Support Engineer, IT Support Technician, 2nd Line IT Support Technician, Service Desk Analyst, Technical Support Engineer, Helpdesk Analyst, Desktop Support Engineer, Service Desk Analyst, ICT Technician, IT Technician, IT Support Analyst

SALARY: up to £38,000 per annum (depending on experience) + Benefits

LOCATION: Redditch, Worcestershire, West Midlands

JOB TYPE: Full-Time, Permanent

WORKING HOURS: Monday – Friday, 09:00–17:30

JOB OVERVIEW

This is an exciting opportunity for a motivated 2nd Line IT Support Engineer who enjoys solving technical problems, taking ownership of issues and delivering excellent customer service.

Working as the 2nd Line IT Support Engineer, you will provide technical support to a diverse client base, resolving escalated incidents and service requests across hardware, software, operating systems, user access, networking and Microsoft 365 environments.

As the 2nd Line IT Support Engineer, you will work within agreed SLAs, communicate clearly with technical and non-technical customers and support client projects, migrations, upgrades, deployments and system improvements.

APPLY TODAY

Ready to make your next career move? Apply Now with your CV and Cover Letter explaining why you would be suitable for the role for our Recruitment Team to review.

DUTIES

Your duties as the 2nd Line IT Support Engineer include:

Providing Technical Support: Deliver 2nd Line support to a diverse range of clients across different systems, environments and business sectors

Managing Escalated Issues: Take ownership of escalated incidents and service requests through to resolution

Meeting Service Levels: Work within agreed SLAs and customer service expectations

Troubleshooting IT Problems: Resolve hardware, software, operating system, network and user-access issues

Supporting Microsoft 365: Provide support for Exchange Online, Outlook, Teams, SharePoint and OneDrive

Managing User Access: Troubleshoot user accounts, permissions and access within Microsoft Entra ID and Active Directory

Supporting End-User Devices: Support Windows 10/11 desktops, laptops, Mac devices and other end-user equipment

Resolving Network Issues: Troubleshoot TCP/IP, DNS, DHCP, Wi-Fi, VPN and general connectivity issues

Checking Backups: Complete backup checks and remediate failed backup jobs

Deploying IT Equipment: Assist with the deployment, configuration and maintenance of PCs, laptops, peripherals and other IT equipment

Maintaining Documentation: Keep client documentation, technical notes and knowledge bases up to date

Supporting Client Projects: Assist with migrations, upgrades, deployments and system improvements

Guiding Colleagues: Provide technical guidance and support to 1st Line colleagues where appropriate

CANDIDATE REQUIREMENTS

Previous experience working in a 2nd Line IT Support role. Any 3rd Line Technical Support would be highly desirable

MSP experience would be ideal

Strong experience supporting Windows 10/11 environments

Good working knowledge of Microsoft 365 and its core services

Experience with Active Directory and/or Microsoft Entra ID

A good understanding of networking fundamentals, including DNS, DHCP, TCP/IP and VPNs

Experience troubleshooting hardware, software and connectivity problems

Experience working to SLAs and prioritising a busy support queue

Experience supporting Mac devices

A customer-focused approach with the ability to explain technical issues clearly to non-technical users

Effective communication skills with people at all levels

Ability to work independently while contributing effectively as part of a team

Willingness to learn new technologies and work across different client environments

BENEFITS

23 days holiday (including birthday and 2 days Christmas break) + Bank Holidays

Company NEST pension

Training and professional development opportunities

HOW TO APPLY

To be considered for this job vacancy, please submit your CV and Cover Letter explaining why you would be suitable for the role to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-P15045

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2nd Line IT Support Engineer