Job Description

Job Title: 2nd Line Service Desk Engineer/Site Engineer

Location: Remote working, occasional office and site days.

Employment Type: Permanent, Full-Time

About the Role:

We are seeking a skilled and customer-oriented 2nd Line Support Engineer to join our team, working closely with and supporting our broader client base. This role involves providing reliable, hands-on IT support from the service desk and on-site as part of our Managed Service Provider (MSP) operations. You'll be supported by our senior engineers and the entire technical team to deliver outstanding IT solutions and resolve issues effectively. This position is ideal for a proactive, adaptable individual who enjoys working in a collaborative environment, building relationships, and delivering high-quality support.

MSP Support:

Provide 2nd Line technical support across a range of client environments via our helpdesk. Manage incoming service requests, diagnose issues, and ensure timely resolutions. Maintain high standards of customer service and communication throughout support interactions.
Collaboration and Communication:

Work closely with the 3rd Line Engineers and the wider IT team to ensure seamless support and escalate issues as necessary. Build and maintain a positive working relationship with our clients, ensuring all IT needs are met in a timely, professional manner.
Proactive Issue Management:

Monitor and address potential issues before they affect productivity, ensuring all systems are operating smoothly. Provide regular updates and recommendations to improve system performance, security, and efficiency.
Documentation and Reporting:

Maintain clear and accurate documentation of support activities, technical issues, and client environments. Contribute to internal knowledge bases and support documentation for consistency and knowledge sharing.
Adherence to Client Policies and Standards:

Align with client policies, security standards, and compliance requirements in all support activities. Participate in relevant client meetings and training sessions to stay aligned with their evolving IT needs.
Key Skills and Qualifications/Technical Skills:

Strong knowledge of Windows and macOS operating systems. Familiarity with networking fundamentals, Active Directory, Office 365, and basic cloud environments. Hands-on experience with desktop, laptop, and mobile device support.
Experience:

Proven experience in a 2nd Line IT support role. Experience working within a managed service provider (MSP) or IT consultancy setting is highly desirable.
Soft Skills:

Excellent problem-solving skills and the ability to troubleshoot under pressure. Strong interpersonal and communication skills, with a collaborative approach to client interactions. High level of professionalism with the ability to work independently and manage multiple priorities.
Additional Requirements:

Willingness to attend client sites when required. Flexibility to cover additional shifts as needed. Relevant certifications (e.g., CCNA, Microsoft Certified) are a plus.
What We Offer:

A collaborative, supportive work environment within a forward-thinking IT support team. Ongoing opportunities for professional development and skills training. Exposure to a wide variety of technologies and client industries.
If you are a skilled 2nd Line Engineer who is ready to make an impact, we'd love to hear from you. Apply now and take the next step in your IT career!

Job Types: Full-time, Permanent

Pay: 35,000.00-40,000.00 per year

Benefits:

Company pension Private medical insurance
Work Location: In person

Reference ID: 2nd Line On-Site Support Engineer