2nd/3rd Line IT Support Engineer

3 days ago

Warrington, Warrington, United Kingdom Principal IT Full time

2nd/ 3rd Line Support Engineer – £28,000/£35,000 per annum – Warrington

Principal IT are working with a fast-growing managed service provider with offices in Dorset, Wiltshire and Merseyside that are looking for a 2nd/3rd line IT support engineer to join their team. In this role you will play a vital part in supporting their future strategy. They are looking for someone who is passionate about continuous professional development and has an innovative approach to incorporating new technologies into their operations. The successful candidate will become an integral part of the forward-thinking IT team.

About the Role

This is a hands-on technical role focused on delivering high-quality support, resolving complex issues, and ensuring the smooth operation of client systems. You'll be a key part of our service delivery team, helping clients get the most of their IT systems while contributing to our reputation.

Key Responsibilities/Skills:

Technical Support & Issue Resolution

  • Provide 2 and 3 line support across client environments, resolving escalated and complex issues.
  • Take ownership of user problems, ensuring timely resolution and clear communication throughout.
  • Log and manage service tickets, ensuring accurate documentation and updates.
  • Liaise with clients, colleagues, and third-party vendors to troubleshoot and resolve issues.

Maintenance and Monitoring

  • Perform regular maintenance of client networks, systems, and services using RMM tools.
  • Monitor system performance and proactively identify areas for improvement.
  • Ensure IT infrastructure meets client needs and supports business continuity.
  • Evaluate and implement technical solutions that enhance client environments.

Innovation and Continuous Improvement

  • Identify opportunities to improve service delivery and introduce technical advancements.
  • Stay up to date with emerging technologies and attend relevant training to build expertise.
  • Support onboarding of new clients and contribute to smooth service transitions.

Qualifications & Experience

Essential:

  • Minimum 3 years of IT support experience in a multi-client, MSP environment.
  • Strong background in desktop support, help desk operations, and infrastructure troubleshooting.
  • Proficiency in Microsoft 365, Cloud services, VPNs, Firewalls, Windows OS, and desktop applications.
  • Excellent communication and customer service skills, with a proactive approach to problem-solving.
  • Microsoft certification

Desirable:

  • Experience with ConnectWise or similar ticketing systems.
  • Familiarity with RMM tools and remote support platforms.

Benefits:

Company contributed pension, Birthday off, 22 holidays + bank holidays, continual development opportunities, company events plus many more

How to Apply:

If you are interested in hearing more about this IT Support Engineer vacancy or interested in applying for the role please email me at or contact Principal IT Directly on LinkedIn.

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