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2nd Line Support Engineer
2 months ago
2nd Line IT Support Engineer
Salary: 25,000 to 35,000
Location: Ilkley, West Yorkshire
Benefits
- Supported training and development plans.
- Attractive working location with moor views and only a 10-minute walk from Ilkley town centre.
- Free on-site parking.
- Bonus Scheme.
- Full access to ChatGPT Teams.
Due to this small MSPs continued growth, they are seeking a skilled 2nd Line Support Engineer to expand their team. Do you have a mix of technical proficiency and strong client interaction skills? Do you enjoy providing both remote and onsite support? Then this role is for you
You will play a crucial role in diagnosing and resolving IT incidents, ensuring optimal functionality and seamless integration of technology across a diverse client base.
Key Duties and Responsibilities - 2nd Line Support Engineer
- Diagnose and resolve incidents primarily on Windows platforms, with some exposure to Apple environments.
- Investigate and address network and infrastructure issues while following established maintenance protocols.
- Monitor service ticket progress to ensure compliance with SLAs and meet customer expectations.
- Identify recurring issues and trends, escalating them to the 3rd Line Engineer.
- Accurately log all service requests, document progress updates, customer interactions, and incident resolutions.
- Maintain ongoing communication to manage and meet customer expectations effectively.
- Identify opportunities for improvement and actively contribute to innovative change processes.
- Undertake additional tasks as required to support team objectives.
Key Requirements - 2nd Line Support Engineer
- Proven experience in a Managed Service Provider (MSP) environment, such as onsite desktop support, service desk, or technical support roles.
- Strong proficiency in Windows environments.
- Experience and knowledge in M365 administration and server platforms including Azure.
- Familiarity with Halo PSA or similar platforms.
- Valid driving license.
Person Specification - 2nd Line Support Engineer
- Self-assured and proactive self-starter, capable of working independently or collaboratively within a team.
- Maintains composure under pressure, adept at managing competing priorities effectively.
- Demonstrates exceptional diagnostic, problem-solving, and analytical skills.
- Motivated by a commitment to effectively resolve customer issues.
- Driven by continuous improvement, with a proactive approach to learning and development.
- Familiarity with SLA and KPI metrics within a managed IT service provider context
IT Support Engineer/Senior IT Support/2ndLine/IT System Administrator/ 2nd Line Support/Line/Desktop Support Technician / IT Support Engineer / IT Service Engineer/ IT Support Technician / Support Technician / Technical Support / IT Support / IT Systems Engineer / IT Systems Support System Administrator/Helpdesk/Service Desk/IT Help Desk/IT Service Desk
