2Nd Line Support Engineer

2nd Line Support Engineer

Location: Manchester (with an option of 1-2 days working from home per week)

Salary: GBP29,000 to GBP35,000 pa + Benefits (Benefits below)

About the job

Our client is looking for an experienced IT Support Engineer to join our support team in providing end user support, assist in project roll outs, and escalate issues as needed to senior engineers.

They are an IT managed service provider (MSP) based in central Manchester with clients nationwide. Founded early in 2016, we serve a range of clients in the SMB market, with a focus on financial services and other sectors that demand excellence in their IT provision.

This is an excellent opportunity for a driven individual that thrives on learning, using the latest technologies, and providing premium customer service. This will particularly suit engineers with experience supporting a wide range of technologies for multiple clients.

The role is office based (with an option of 1-2 days working from home per week), so it is essential you can access Manchester city centre easily. Client support is predominantly remote, but will require occasional site visits around the North West and Central London.

Job Role

• 2nd Line technical support, in person, by phone & email, for end user computing devices (workstations, tablets, printers, mobile & fixed telephony), applications, networks and Servers
• Setup, testing and on-site installation of end-user computing devices, following our standard processes and documentation requirements
• Contributing to and maintaining our internal knowledge base and other records
• Meeting strict SLA timeframes for problem response and resolution
• Responding to monitoring alerts and escalating as required
• Working with third party vendors and others to resolve issues
• Supporting our Virtual IT Directors and Ops team in project deployments

Essential experience/skills:

• Experience working on a service desk for a managed service provider
• Excellent written and verbal communication skills
• Microsoft 365 administration experience (inc. Exchange, Teams, SharePoint) including hybrid AD environments
• End user device support including Windows 10, iOS and printing
• Networking knowledge covering DNS, routing, switching, WAN, VPN, wireless
• Hosted VoIP support
• Microsoft Server 2012 R2/2016/2019 support
• Experience with RMM tools and PSA/ticketing systems
• Excellent troubleshooting and diagnostics

Highly desirable experience/skills:

• Relevant Microsoft or CompTIA certifications, especially Microsoft 365 & Azure
• Other formal IT qualifications
• Azure hosted server & networking administration
• Experience with any of: InTune, Mimecast, Teams Phone System, KnowBe4, Ninja, Umbrella, Veeam, Meraki
• PowerShell script authoring
• Valid UK driving license and car insured for business use

Personal attributes:

• Excellent customer service skills - a great communicator with good interpersonal skills in person, on the phone and email.
• A self-starter who is at home working individually, as part of a small team and leading projects.
• A user-focused approach, putting end-users at the centre of your work.
• High standard of written and spoken English with excellent attention to detail.
• A keen learner with interest in new technologies - they support an evolving and wide range of systems, making it important to keep abreast of developments and can quickly research and resolve issues that arise.
• Demonstrable awareness of data protection, security policies and IT best practice.
• Process focused approach
• Able to prioritise under pressure and work to deadlines

Benefits

• 25 days holiday
• Private healthcare cover with vitality
• Pension scheme (5% employer contribution)
• Modern office environment
• 2 days/week "work anywhere"
• Annual bonus
• Modern company laptop & Apple iPhone provided
• Dedicated in-hours training and development time
• Certification and training budget
• Regular office social events