2nd/3rd Line Engineer

Permanent @Curtis Beardsworth in IT
  • Norwich, Norfolk View on Map
  • Post Date : 4th January 2024
  • Salary: £30,000.00 - £35,000.00 / Annual
Email Job
  • Share:

Job Description

2nd/3rd Line Engineer

The ideal candidate will be an experienced Support Engineer with recent experience of the Microsoft Cloud. You will be a motivated, natural problem solver with the ability to work in a fast-paced environment. A passion for IT and providing outstanding customer service is essential.

Our client is a Norwich-based MSP created in 2006 but with a renewed aim to expand in the next few years.

CE+ certified, we are a premium, security focused IT support provider, with the passion to deliver an amazing service for our customers

Located in pleasant surroundings, we also strive to provide our employees with a rewarding work/life balanced experience.

Key Responsibilities

  • Technical Support:
  • Both remotely and onsite, provide outstanding customer service and communication with non-technical minded clients
  • Provide efficient and effective 1st and 2nd line IT diagnosis and resolution to clients, maintaining a high level of 1st time fixes
  • Diagnose and resolve hardware and software issues in a timely manner.
  • Initially escalate complex problems to 3rd line support when necessary.
  • Support junior colleagues on more challenging tickets, enabling the growth of the team.
  • Infrastructure Management, networking and security
  • Manage and maintain Microsoft Cloud based environments
  • Administer Office 365 applications and troubleshoot related issues.
  • Monitor and optimise Active Directory and Windows Server environments, including Hyper-
  • Configure and troubleshoot network-related problems.
  • Implement a security-first approach to our own and our clients’ environments
  • To install and maintain IT systems in line with specifications, to ensure client requirements and deadlines are met, and that systems are fully secure
  • Documentation and Communication:
  • Maintain detailed documentation of configurations, processes, and procedures.
  • Log all service tickets received via telephone, email and client portal and handle accordingly throughout the stages of the ticket to resolution

Essential Skills:

  • You will be a motivated, natural problem solver with the ability to work in a fast-paced environment. A passion for IT and providing outstanding customer service is essential.
  • Strong communication and customer service skills.
  • Ability to work independently and collaboratively within a team.
  • Ability to prioritise tasks and manage time effectively
  • Networking knowledge, IP, DNS, Internet connectivity
  • Supporting Microsoft environments, both local and cloud-based (Windows Desktop, Windows Server (including Hyper-V), Active Directory, Microsoft 365, Office 365, InTune/Endpoint Management, Azure AD/Entra ID
  • Cyber security “essentials” (firewall, password managers, anti-malware, VPNs…)
  • Working knowledge of an RMM
  • PowerShell scripting
  • Experience with Connectwise, Eset, LastPass, Draytek and Unifi

Qualifications and experience

  • 5-years experience in an IT support role
  • Having worked for an MSP before would be an advantage
  • Proven experience in a 2nd line IT support role
  • Experience with Windows operating systems, networks, and firewalls.
  • Microsoft Certifications essential, other IT certifications desirable
  • Evidence of continued professional development
  • Own car essential

Job Types: Full-time, Permanent

Salary: £30,000.00-£35,000.00 per year

Benefits:

  • Company events
  • Company pension
  • Free parking

Other jobs you may like