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2nd Line Engineer

2 months ago

Bristol, United Kingdom IP Source Ltd Full time

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