IT Support Specialist
4 weeks ago
We are seeking an experienced IT Support Engineer to join our dynamic team at In Technology Group Ltd. As a 2nd Line Support Engineer, you will be responsible for resolving escalated service desk tickets and troubleshooting a variety of hardware and software issues.
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.
- Proven Experience: Minimum 2-3 years of experience in a 2nd line support role, preferably within an MSP environment
- Experience supporting Windows 10/11 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
- Familiar with supporting switches/routers/firewalls
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