Job Title: 1st/2nd Line Support Engineer
Location: Luton (full-time onsite)
Salary: 25,000-28,000 per annum
About the Role:
We are currently recruiting for a 1st/2nd Line Support Engineer to join a dynamic and fast-paced Managed Service Provider (MSP) based in Luton, supporting SMEs. This is an exciting opportunity to further your IT career by working with a broad range of clients across multiple sectors, handling more complex technical issues, and playing a key role in supporting day-to-day IT operations.
As an IT Support Engineer, you will be responsible for resolving escalated service desk tickets and troubleshooting a variety of hardware and software issues. This role requires strong problem-solving skills, a passion for customer service, and the ability to work effectively in an onsite environment, where direct interaction with clients will be key.
Key Responsibilities:
* Provide 1st/2nd line technical support
* Troubleshooting: Diagnose and resolve a variety of technical issues, including hardware, software, networking, and cloud-based systems.
* System Monitoring: Proactively monitor client systems, ensuring optimal performance and uptime.
* Installations & Configurations: Assist with the installation, configuration, and maintenance of hardware and software systems, both remotely and on-site.
* Client Interaction: Act as a technical point of contact for clients, providing excellent customer service and keeping them informed on the status of their issues.
* Collaboration: Liaise with 2nd line support engineers and other team members for complex issues, ensuring swift resolutions.
* Documentation: Maintain accurate records of all work and update technical documentation as required.
* Training & Mentoring: Support junior team members, offering guidance and expertise when needed.
* Proven Experience: Minimum 2-3 years of experience within IT, preferably within an MSP environment.
* Experience supporting Windows 10/11 and Microsoft Office Suite.
* Strong knowledge of Active Directory, Exchange, Office 365, and network protocols (DNS, DHCP, TCP/IP).
* Familiarity with virtualisation technologies (e.g., VMware, Hyper-V).
* Experience with backup and recovery solutions.
* Familiar with supporting switches/routers/firewalls.
Please note, you will need a full driving licence and access to your own vehicle to fulfil the duties for this opportunity.
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