Implementation Engineer, Support Engineer

3 weeks ago


Gateshead, United Kingdom NRG. Full time

Job Title: 2nd Line Support Engineer Location: As a 2nd Line Support Engineer, you’ll handle more complex technical issues escalated from the 1st Line Support team. You’ll also play a key role in mentoring junior team members and assisting in project work as needed.

Investigate and resolve escalated technical issues related to hardware, software, and networks.
Provide advanced support for Windows, macOS, and Linux operating systems.
Manage and maintain IT systems, including Active Directory, Office 365, and cloud services.
Troubleshoot network issues, including DNS, DHCP, VPNs, and firewalls.
Assist with the deployment and maintenance of IT infrastructure.
Mentor and assist 1st Line Support Engineers in skill development and troubleshooting.
Escalate critical issues to 3rd Line Support or external providers when necessary.

Proven experience in a 2nd Line IT Support role or equivalent.
Strong knowledge of IT systems, including Windows Server, Office 365, and Active Directory.
Solid understanding of networking principles and technologies (TCP/IP, VLANs, firewalls).
Familiarity with ITIL principles and practices (ITIL certification is a plus).
CompTIA Network+, Microsoft, Cisco) are desirable.



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