2nd Line IT Service Desk Engineer

2nd Line IT Service Desk Analyst

Are you a skilled IT professional ready to advance your career? At Bold IT, we're seeking a Second Line Engineer to play a key role in supporting IT systems, networks, and security frameworks.

With over 30 years of excellence, Bold IT is an award-winning, rapidly growing managed services provider. Recently named Tamworth Small Business of the Year, we deliver IT support, project services, telecoms, and cybersecurity to over 120 businesses worldwide. As a Microsoft Solutions Partner, certified to ISO 9001, ISO27001 and Cyber Essentials Plus, we're committed to innovation and excellence.

Job Description:

As a Second Line Engineer, you will handle escalated support requests, troubleshoot complex IT issues, and contribute to the planning and development of infrastructure-level solutions. Your expertise will enable you to provide advanced technical support, and drive improvements in our IT systems. This role will work closely with the service delivery manager to assist them in providing high-quality support, both remotely and on-premises, when required.

Requirements:

· 4 years minimum direct MSP experience.

· System and Network Support: Confidently support, configure, and troubleshoot a wide range of IT systems and ensure optimal functionality, including leading advanced configurations.

· Incident and Problem Management: Apply ITIL best practices for incident and problem management, actively participating in process improvements and mentoring team members on ITIL principles.

· Hardware & Software Troubleshooting: Diagnose and resolve complex hardware issues with desktops, laptops, printers, and mobile devices (Android and iOS), performing advanced configurations.

· Command-Line Tools: Proficiently use command-line tools for diagnostics, configuration, and advanced troubleshooting.

· Server Administration: Manage and troubleshoot advanced on-premises server configurations, including Active Directory, DHCP, and DNS.

· Microsoft Office 365 Administration: Provide expert-level administration and support for Office 365 services, including Exchange, Identity, Compliance, Security, Teams, SharePoint, and InTune/AutoPilot.

· Cloud and Backup Solutions: Configure, manage, and troubleshoot Azure Compute, Networking, and Storage, as well as SaaS backup solutions like VEEAM, Barracuda, Datto SaaS 365 Protect, and Acronis Cyber Cloud.

· Networking Equipment: Provide advanced configuration and support for switches, access points, and firewalls from vendors such as Palo Alto, Ubiquiti/UniFi, Cisco Meraki, HP Aruba, and Fortigate, including vendor collaboration for troubleshooting and improvements.

· Telephony Systems: Administer and troubleshoot VoIP systems, such as CallSwitch, 3CX, Gamma and Microsoft Teams Phones, performing advanced configurations.

· Security Solutions: Configure and support endpoint security solutions like Defender for Endpoint, as well as email and cybersecurity tools such as Mimecast and BreachSecure Now.

· Scripting and Automation: Develop and utilize advanced PowerShell scripts for automation and troubleshooting, while mentoring the team in scripting practices.

· Cabling Projects: Lead complex cabling projects, ensuring robust and high-quality network setups.

· Virtualization and Storage: Support and configure HyperV environments, NAS/SAN solutions, and VMware systems.

· Uninterruptible Power Supply (UPS): Configure and support UPS systems to ensure continuity and reliability.

· Email and Cloud Security: Configure, manage, and provide advanced support for email security solutions like Mimecast and Azure-based services.

· Vendor Collaboration: Work directly with vendors to address escalated issues and implement system improvements.

· Training and Mentorship: Share expertise by mentoring team members and providing training on best practices and complex systems management.

· Cabling: You must be proficient in CAT5e and CAT6 cabling, including crimping, termination, testing, troubleshooting, and adhering to industry standards for high-quality network installations.

Personal Attributes:

The candidate must possess a strong work ethic, be passionate about IT, and commit to self-directed learning to obtain industry qualifications. A high level of interpersonal skills and an ability to communicate effectively with our customers is vital to the role. Working independently with great attention to detail is also considered essential.

Candidates must possess a current UK driving license and have access to their own vehicle.

Compensation:

£24,000 to £40,000 per annum depending on experience

Training, both In-house and with 3rd parties

Microsoft Certification costs covered

Benefits:

• Paid Annual Leave on your Birthday
• 45 minute Lunch Break
• Career development and career path planning
• Monthly staff lunch
• Company events
• Free parking
• On-site parking
• Discounted Cinema Tickets
• Retail Discounts

Job Types: Full-time, Permanent

Pay: £24,000.00-£40,000.00 per year

Ability to commute/relocate:

• Tamworth B77 4DU: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Have you achieved Microsoft AZ-900?
• Do you have Cisco CCNA/CCNP qualifications?

Education:

• GCSE or equivalent (required)

Experience:

• 2nd Line Support: 2 years (preferred)
• MSP: 4 years (required)

Willingness to travel:

• 50% (preferred)

Work Location: In person