2Nd Line Support Engineer

Heels & Brogues Recruitment are working with a well-known client to find a talented 2nd Line Support Engineer to join their dynamic team.

Job Title:2nd Line Support Engineer

Salary: £25,000.00 - £30,000.00 per year

Location: Gateshead

Benefits:

• Company pension
• Free parking
• On-site parking
• 30 days holiday
• Paid holiday on your birthday
• Funded social nights out
• Opportunities for professional development and career advancement

About the Company:

A growing Managed IT Services provider in the North East offers reliable, agile, and innovative end-to-end managed service solutions. The company helps businesses maximize their IT investments within budget, delivering professional yet personal service to build trust and meet customer expectations. Their team ensures seamless operations by sourcing and assembling the necessary equipment.

Job Summary:

As a 2nd Line Support Engineer, you will support managed services clients by resolving hardware, software, and network issues. You will interact directly with clients to ensure minimal disruption to their business operations, maintaining high-quality IT support services and fostering trust and reliability.

You will handle queries and problems across technologies such as Microsoft 365, Microsoft Azure AD, Microsoft Intune, network issues, SharePoint Online, virtual machines, remote desktop, Windows Server, and internet connectivity.

Key Responsibilities:

• Office 365 user management
• Desktop/server troubleshooting and support
• SharePoint Online management
• Resolving complex tickets in a timely manner
• Maintain accurate issue tracking
• Deliver high-quality customer service and follow-up
• Diagnose and resolve technical issues quickly
• Conduct client site visits when required
• Document solutions to build an IT knowledge base

Requirements for 2nd Line Support Engineer:

• 3 years of experience in IT support or a helpdesk role
• Strong problem-solving skills and technical knowledge
• Familiarity with various operating systems and IT fundamentals
• Excellent communication and customer service skills
• Relevant IT or Computer Science qualification preferred
• Driving Licence
• Customer service: 1 year (preferred)
• Technical support: 3 years (required)

Key Skills & Experience:

• Understanding of IT trends and the Microsoft stack, including Azure AD, Azure, SharePoint Online, and M365
• Experience with Windows Server 2016/2019 operating systems and the Microsoft Office suite
• Excellent communication and customer-facing skills
• Hyper-V exposure
• Experience/understanding of ITIL

Join the team and play a pivotal role in enhancing the IT infrastructure of businesses across the UK. We look forward to your application!

Schedule for 2nd Line Support Engineer:

Monday to Friday – office hours