2nd Line Support Engineer

3 weeks ago

Belfast, United Kingdom Abacus Professional Recruitment Full time
Job Title: 2nd Line Support Engineer

We are seeking a highly skilled 2nd Line Support Engineer to join our team. As a key member of our support team, you will be responsible for delivering exceptional technical support to our clients, ensuring optimal service performance and meeting departmental Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).

Key Responsibilities:
  • Manage and prioritise multiple open tickets, ensuring SLA compliance for incidents, requests, and problems.
  • Take full ownership of technical issues, conducting detailed diagnostics with end-users to drive resolution and complete projects.
  • Perform routine maintenance and apply patches to infrastructure, endpoints, and servers.
  • Serve as an escalation point for support tickets, ensuring timely and effective problem resolution.
  • Provide comprehensive support for IT hardware and software used by end-users.
  • Deliver on-site technical assistance, engaging confidently and professionally with customers at all levels.
Requirements:
  • Ability to explain technical concepts in simple terms to non-technical customers.
  • Strong focus on customer service, with a customer-first approach in providing support.
  • Excellent written and verbal communication skills.
  • A logical and well-organised approach to troubleshooting.
  • Effective time management and task prioritisation skills.
  • Ability to research and learn new technologies to provide effective solutions.
  • Strong team player, eager to share knowledge and collaborate.
Experience:
  • Minimum of 2 years in an IT support role (2nd line support experience and MSP experience are advantageous).
  • Proficient in Windows Server and Desktop environments.
  • Solid understanding of Microsoft Azure and Office 365.
  • Strong knowledge of Active Directory and Azure AD.
  • Expertise in DNS, DHCP, and Group Policy management.
  • Experience with backup solutions, including configuration, maintenance, and troubleshooting.
  • Good understanding of networking, including switches, subnets, LAN, WAN, and DNS.
Special Requirements:
  • Availability for out-of-hours call-outs after completing the induction period.
  • Valid driver's license is essential.
Person Specification:
  • Highly motivated with a keen interest in learning new skills.
  • Flexible and enthusiastic attitude toward the role.
  • Strong problem-solving and decision-making capabilities.
  • Familiarity with cloud concepts and the Microsoft Azure ecosystem.
  • Demonstrated excellence in customer service, project delivery, and technical support.
  • Well-developed communication and organisational skills.
  • Strong time management.

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