2nd/3rd Line Support Engineer

1 week ago

Warrington WA BH, United Kingdom IT Support 365 Limited Full time £28,000 - £35,000 per year

Overview

IT Support 365 is a fast-growing managed service provider with offices in Dorset, Wiltshire and Merseyside operating for over 15 years providing services to national and international clients. We're known for delivering proactive, reliable IT support that helps businesses minimise downtime and stay ahead. Our team is passionate about technology, client success and building long-term partnerships.

We're looking for a 2/3 to join our Warrington team. 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.

If you're someone who thrives on solving problems, enjoys working with a variety of technologies, and wants to be part of a forward-thinking company, we would love to hear from you.

Key Responsibilities:

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.
  • Maintain a high level of customer service and professionalism in all interactions.
  • 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.
  • Ability to manage multiple tasks and prioritise effectively.
  • Strong documentation and reporting skills.
  • Passion for technology and continuous learning.

Benefits:

  • Company Pension
  • Free on-site parking
  • Birthday off
  • Annual Training Budget
  • 28 days including Bank Holidays annual leave
  • Pay: £28,000.00-£35,000.00 per year

Job Types: Full-time, Permanent

Pay: £28,000.00-£35,000.00 per year

Benefits:

  • Company pension
  • Free parking
  • On-site parking

Work Location: In person

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