Senior Technical Support Specialist

3 weeks ago

Basildon, Essex, United Kingdom In Technology Group Limited Full time
Job Title: Senior 2nd Line Support Engineer

Location: Basildon, Essex (onsite)

Reports to: Service Desk Manager

Salary: £35,000-38,000 per annum (DOE)

Company Overview:

We are a fast-growing, customer-centric Managed Service Provider (MSP) specializing in telecommunications and IT services. Based in Basildon, we deliver tailored voice, data, and managed IT solutions to businesses across Essex and London.

Job Overview:

As a Senior 2nd Line Support Engineer, you will be a critical part of our technical support team, responsible for troubleshooting and resolving complex issues escalated from the 1st Line Support. You will work with a range of telecommunications and IT systems, ensuring our clients' technical issues are resolved efficiently while delivering a high level of customer service.

Key Responsibilities:
  • Handle escalated technical issues from the 1st Line Support team, providing advanced troubleshooting for network, telecoms, and IT-related incidents.
  • Diagnose and resolve complex hardware, software, and network issues, involving routers, switches, VoIP systems, and cloud services.
  • Provide professional and timely support to clients via phone, email, or remote access, ensuring a high standard of customer satisfaction.
  • Manage, prioritize, and resolve technical incidents within agreed service level agreements (SLAs) and escalate to 3rd Line Support or vendors when necessary.
  • Use monitoring tools to identify and resolve network or system issues proactively, ensuring maximum uptime for customers.
  • Assist with the deployment, migration, and configuration of new services, such as cloud solutions, network upgrades, and VoIP systems for customers.
  • Work with third-party suppliers and vendors to resolve technical issues involving hardware and software solutions.
Key Skills & Experience:
  • Proven experience in a 2nd Line Support role, ideally within a Managed Service Provider (MSP) or telecommunications environment.
  • Strong technical knowledge of networking, VoIP technologies, Windows Server & Active Directory, virtualization, and cloud solutions.
  • Familiarity with ticketing systems such as Zendesk, ServiceNow, or ConnectWise.
  • Excellent troubleshooting, diagnostic, and analytical skills.
  • Strong communication and interpersonal skills with the ability to explain technical issues in a clear and concise manner to non-technical users.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Experience working with telecoms carriers and third-party vendors.
Desirable Certifications:
  • Cisco Certified Network Associate (CCNA) or equivalent.
  • Microsoft Certified Solutions Associate (MCSA) or Microsoft 365 certification.
  • ITIL Foundation certification.

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.

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