2nd Line Support Engineer

2nd Line Support Engineer

Salary: Up to 32K plus annual bonus

Benefits: 20 days holiday plus bank holidays, increasing to a maximum of 25 days plus bank holidays, fully paid for company events, annual bonus

Location: London

Are you a highly motivated 2nd Line Support Engineer with a passion for providing an exceptional customer experience? Do you thrive in a collaborative environment and have a hunger for tech? Then this is a fantastic opportunity for you!

Become a vital member of an award-winning Service Desk with a well-established managed service provider in central London as they continue to grow and excel.

Duties will include:

• Provide second line IT Support remotely and onsite.
• Support predominantly Microsoft 365 based products and end-users.
• Create and update documentation and processes.
• Software installation and troubleshooting.
• Backup management, including data restoration.
• Creation and management of user accounts.
• Raise issues, and calls, and liaise with third-line support.
• Prompt response and resolution of support calls.

2nd Line Support Engineer - Essential Requirements

• 2+ years of relevant experience providing 2nd line user support.
• High-volume Service Desk experience.
• Strong working knowledge of Microsoft technologies -Active Directory, SharePoint, 365, Windows 10/11, and Server 2016/19/22.
• A commitment to knowledge sharing and clear, detailed documentation.
• Technically inquisitive, with a proven ability to keep up to date under your own initiative.
• Problem solver with good analytical and planning skills.

2nd Line Support Engineer - Advantageous Requirements

• Mac OS / Unix knowledge
• Previous experience within a Managed Service Provider, dealing with multiple clients.
• Ideally, previous experience and knowledge of ticketing systems - ITIL Framework.

The role will be mostly office-based. However, you will be involved in visits to client sites in London.