2nd Line IT Support Engineer

2^nd Line IT Support Engineer

Salary: 25,000 to 35,000

Location: Ilkley, West Yorkshire - LS29

Benefits

• Supported training and development plans.
• Attractive working location with moor views and only a 10-minute walk from Ilkley town centre.
• Free on-site parking.
• Bonus Scheme.
• Full access to ChatGPT Teams.

The Role:

As a 2nd Line Support Engineer, you will play a crucial role in diagnosing and resolving IT incidents, ensuring optimal functionality and seamless integration of technology across a diverse client base.

With this small MSPs continued growth, they are seeking a skilled 2^nd Line Support Engineer. This role requires a mix of technical proficiency and strong client interaction skills providing both remote and onsite support.

Key Duties and Responsibilities - 2^nd Line Support Engineer

• Diagnose and resolve incidents primarily on Windows platforms, with some exposure to Apple environments.
• Investigate and address network and infrastructure issues while following established maintenance protocols.
• Monitor service ticket progress to ensure compliance with SLAs and meet customer expectations.
• Identify recurring issues and trends, escalating them to the 3rd Line Engineer.
• Accurately log all service requests, document progress updates, customer interactions, and incident resolutions.
• Maintain ongoing communication to manage and meet customer expectations effectively.
• Identify opportunities for improvement and actively contribute to innovative change processes.
• Undertake additional tasks as required to support team objectives.

Essential Experience - 2^nd Line Support Engineer

• Proven experience in a Managed Service Provider (MSP) environment, such as onsite desktop support, service desk, or technical support roles.
• Strong proficiency in Windows environments.
• Experience and knowledge in M365 administration and server platforms including Azure.
• Familiarity with Halo PSA or similar platforms.
• Valid driving license.

Person Specification - 2^nd Line Support Engineer

• Self-assured and proactive self-starter, capable of working independently or collaboratively within a team.
• Maintains composure under pressure, adept at managing competing priorities effectively.
• Demonstrates exceptional diagnostic, problem-solving, and analytical skills.
• Motivated by a commitment to effectively resolve customer issues.
• Driven by continuous improvement, with a proactive approach to learning and development.
• Familiarity with SLA and KPI metrics within a managed IT service provider context.