2nd line support

Job Title: 2nd Line Support Engineer

Location: Ipswich

Salary: �25,000 - �32,000 per annum

About the Role:

As a 2nd Line Support Engineer, you will be responsible for providing advanced technical support, troubleshooting complex issues, and assisting with escalations from the 1st line team. This role requires a proactive individual with excellent problem-solving skills and the ability to work effectively both independently and as part of a team.

Key Responsibilities:

• Provide 2nd line technical support to clients, handling escalations from 1st line engineers.
• Troubleshoot and resolve issues related to hardware, software, networking, and cloud services.
• Perform system administration tasks including user management, permissions, and backups.
• Install, configure, and maintain IT systems and applications.
• Document resolutions and contribute to the knowledge base.
• Liaise with third-party vendors when necessary.
• Ensure high standards of customer service and maintain clear communication with clients throughout the support process.
• Participate in on-call support if required.

Key Requirements:

• Proven experience in a 2nd line support role, preferably within an MSP environment.
• Strong knowledge of Windows Server, Active Directory, Office 365, and networking fundamentals.
• Experience with virtualization technologies (VMware, Hyper-V).
• Familiarity with remote support tools and ticketing systems.
• Excellent communication and interpersonal skills.
• Ability to manage and prioritise multiple tasks effectively.
• Industry certifications (e.g., CompTIA, Microsoft, ITIL) are highly desirable.

*** Please note, a driving licence and access to your own vehicle is required for this role ***

If you're a talented 1st or 2nd Line Support Engineer looking for your next challenge and want to work in a friendly, fast-paced environment, we want to hear from you! APPLY TODAY!