Job Title: 2nd Line Support Engineer

Location: Hitchin (onsite)

Industry: Managed Service Provider

Salary: 30-35k (DOE)

Job Overview

We are seeking a skilled and experienced 2nd Line Support Engineer to join our IT support team. In this role, you will act as an escalation point for technical issues that cannot be resolved by Junior engineers, taking ownership of more complex technical queries and troubleshooting across a range of systems. this will include support from 1st-2nd line (with some exposure to 3rd). You will work closely with other IT support team members to ensure the efficient resolution of issues, maintain high levels of customer satisfaction, and support the overall stability and performance of our IT infrastructure.

Key Responsibilities

• Technical Support: Act as the primary point of escalation from junior team members, providing advanced troubleshooting and resolution of IT issues, including software, hardware, and network-related problems.
• Problem Diagnosis and Resolution: Conduct root-cause analysis to identify underlying issues and work to resolve recurring problems. Log and document resolutions for future reference.
• System Administration: Support and maintain Windows/Linux/Mac OS environments, manage user accounts, permissions, and access rights. Assist with configuration, installation, and upgrades of software and hardware as needed.
• Customer Service and Communication: Maintain strong communication with end-users, keeping them updated on the status of their requests and explaining complex technical information in a user-friendly manner.
• Collaboration: Work closely with 1st and 3rd line support teams, escalating complex issues to the appropriate teams when necessary.
• Project Support: Assist in IT projects and rollouts, such as software deployments, system upgrades, and network installations.
• Continuous Improvement: Identify opportunities to improve support processes and contribute to a culture of continuous improvement within the IT team.

Requirements:

• Experience in Windows Operation Systems (up to 11) and Servers (up to 2022)
• Office 365 products
• Azure AD/Active Dirctory administration
• MSP experience (beneficial)
• Experience in working on ticketing systems

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.