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2nd Line IT Support Engineer

3 months ago

Ilkley, United Kingdom Wildcat Careers Ltd Full time

2nd LineIT SupportEngineer

Salary: 25,000 to35,000

Location:Ilkley, West Yorkshire -LS29

Benefits

  • Supportedtraining and development plans.
  • Attractiveworking location with moor views and only a 10-minute walk fromIlkley town centre.
  • Free on-siteparking.
  • Bonus Scheme.
  • Fullaccess to ChatGPTTeams.

TheRole:

As a 2nd Line SupportEngineer, you will play a crucial role in diagnosing and resolvingIT incidents, ensuring optimal functionality and seamlessintegration of technology across a diverse clientbase.

With this small MSPscontinued growth, they are seeking a skilled2nd Line Support Engineer. This rolerequires a mix of technical proficiency and strong clientinteraction skills providing both remote and onsitesupport.

KeyDuties and Responsibilities - 2nd LineSupportEngineer

  • Diagnose andresolve incidents primarily on Windows platforms, with someexposure to Apple environments.
  • Investigate andaddress network and infrastructure issues while followingestablished maintenance protocols.
  • Monitorservice ticket progress to ensure compliance with SLAs and meetcustomer expectations.
  • Identify recurringissues and trends, escalating them to the 3rd LineEngineer.
  • Accurately log all service requests,document progress updates, customer interactions, and incidentresolutions.
  • Maintain ongoing communication tomanage and meet customer expectationseffectively.
  • Identify opportunities forimprovement and actively contribute to innovative changeprocesses.
  • Undertake additional tasks asrequired to support teamobjectives.

EssentialExperience - 2nd Line SupportEngineer

  • Provenexperience in a Managed Service Provider (MSP) environment, such asonsite desktop support, service desk, or technical supportroles.
  • Strong proficiency in Windowsenvironments.
  • Experience and knowledge in M365administration and server platforms includingAzure.
  • Familiarity with Halo PSA or similarplatforms.
  • Valid drivinglicense.

PersonSpecification - 2nd Line SupportEngineer

  • Self-assuredand proactive self-starter, capable of working independently orcollaboratively within a team.
  • Maintainscomposure under pressure, adept at managing competing prioritieseffectively.
  • Demonstrates exceptionaldiagnostic, problem-solving, and analyticalskills.
  • Motivated by a commitment toeffectively resolve customer issues.
  • Driven bycontinuous improvement, with a proactive approach to learning anddevelopment.
  • Familiarity with SLA and KPImetrics within a managed IT service providercontext.