Technical Support Specialist

2 weeks ago

Milton Keynes, Milton Keynes, United Kingdom In Technology Group Full time
About the Role

We are seeking an experienced 2nd Line Support Engineer to join our dynamic team at In Technology Group Ltd. As a key member of our Managed Service Provider (MSP) team, you will play a vital role in delivering exceptional technical support to our clients.

Key Responsibilities
  • Escalated Support: Provide 2nd line technical support, resolving escalated tickets from the 1st line support team.
  • Troubleshooting: Diagnose and resolve a variety of technical issues, including hardware, software, networking, and cloud-based systems.
  • System Monitoring: Proactively monitor client systems, ensuring optimal performance and uptime.
  • Installations & Configurations: Assist with the installation, configuration, and maintenance of hardware and software systems, both remotely and on-site.
  • Client Interaction: Act as a technical point of contact for clients, providing excellent customer service and keeping them informed on the status of their issues.
  • Collaboration: Liaise with 3rd line support engineers and other team members for complex issues, ensuring swift resolutions.
  • Documentation: Maintain accurate records of all work and update technical documentation as required.
  • Training & Mentoring: Support junior team members, offering guidance and expertise when needed.
Essential Skills & Experience
  • Proven Experience: Minimum 2-3 years of experience in a 2nd line support role, preferably within an MSP environment.
  • Experience supporting Windows OS and Microsoft Office Suite.
  • Strong knowledge of Active Directory, Exchange, Office 365, and network protocols (DNS, DHCP, TCP/IP).
  • Familiarity with virtualisation technologies (e.g., VMware, Hyper-V).
  • Experience with backup and recovery solutions.

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