2nd Line Support Engineer

3 weeks ago

Ilkley West Yorkshire, United Kingdom Wildcat Careers Ltd Full time

2nd Line IT Support Engineer


Like the look of this opportunity Make sure to apply fast, as a high volume of applications is expected Scroll down to read the complete job description.

Salary: Up to£35,000

Location: Ilkley, West Yorkshire - LS29

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.

 

The Role:

As a 2nd Line Support Engineer, 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.

 

With this small MSPs continued growth, they are seeking a skilled 2nd Line Support Engineer. This role requires a mix of technical proficiency and strong client interaction skills providing both remote and onsite support.

 

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.

 

Essential Experience – 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.


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