2Nd/3Rd Line Support Engineer

Do you have 2nd and 3rd line technical support experience in troubleshooting and diagnosing IT hardware, networking, hosted and software issues?

Enjoy helping non-technical customers with their technical issues using your problem-solving expertise?

Would you enjoy learning and being part of a growing, small MSP team?

Looking for an established and growing MSP based Greenwich, London?

About our Client:

• We are helping a well-established MSP in Greenwich to hire a new 2nd/3rd Line Support Engineer.
• They focus on creating valued IT Partnerships rather than just ‘IT support’ relationships.
• You’ll be joining a small team of seven people who help UK-based businesses with their outsourced IT strategies and support.
• Your new 2nd/3rd Line Support Engineer role is a hybrid one, so you’d be in the Greenwich office 3 times per week and working from home the other days.

About Your 2nd/3rd Line Support Engineer role:

• You will be the first point of contact for clients for varied 2nd and 3rd Line Support projects so you will be someone passionate about giving great customer service and love what they do. 
• Your role involves supporting customers' IT hardware, software and infrastructure remotely and sometimes, but rarely, in person. 
• You’ll be involved in both projects for clients as well as internally, with a degree of ownership to identify problem areas and propose well-thought-out solutions.
• Fault analysis and issue resolution are key, so you’ll enjoy tracking how we’re doing and supporting customers with issues escalated from the support desk.

Your skills and experience include:

• Confident in both 2nd and 3rd Line Support.
• A keen interest in IT technologies, especially Microsoft.
• In-depth MS365 knowledge and skills, including In Tune, SharePoint and Condition Access.
• You have hands-on experience deploying, migrating and troubleshooting Windows Operating Systems, Microsoft 365 and Exchange.
• Strong knowledge of server infrastructure, as well as backup solutions and management.
• Patience and desire to work on months-long projects and smaller tasks for clients and internally.
• Sound knowledge of Active Directory, Azure AD and Group Policy.
• Familiar with VOIP and related issues.
• You’ll also have knowledge of how to resolve issues relating to DNS, DHCP, TCP, IP, PowerShell, network switches, firewalls, routers, Wi-Fi, VLANs, network printers, NAS and Network diagnostics.
• In addition, you’ll have security knowledge and strong security awareness.
• Proven hands-on 2nd Line Support experience in an IT Support environment and an ability to support 3rd line queries also.
• Experience in LAN/WAN technologies, troubleshooting and setup.
• Customer service focused - you like helping customers and enjoy troubleshooting and problem-solving.
• Excellent communication skills with the ability to communicate with customers and your fellow IT support team at all levels.
• Be a team player with a ‘can-do’ attitude.
• Love to improve knowledge/learning - IT training and certificates are something you value!

Based: Greenwich, SE7 7QW - easy office to get to from Charlton station

Salary: £40,000 to £45,000

Your new 2nd/3rd Line Support roles include a Salary and Package of: 

• Starting Salary: £40,000 to £45,000
• Ongoing professional development
• IT certifications
• As much tea and coffee as you fancy(!)   
• Well-established MSP with a small team so you will enjoy getting to know and be a part of this team

Role: 2nd/3rd Line Tech Support Engineer

We look forward to hearing from you soon.

For our recruiters out there, if you would like to be considered for a future PSL, please liaise with Helen at Your People Partners directly.

For candidates, Your People Partners are our internal hiring team, so any comms from them is the first step in our process (as opposed to traditional recruiters). Your application will be looked at by our team, and no decisions are made by AI/tech. After all, you are more than your CV!