Job Title: 2nd/3rd Line Support Engineer (Contractor)
Location: Hertfordshire / Hybrid (3 days in office, 2 from home)
Contract Type: Contract
Duration: 3 months negotiable
Rate: £300-£350 per day
Job Description:
My client is seeking an experienced and proactive 2nd/3rd Line Support Engineer to join their team on a contract basis. The ideal candidate will play a critical role in diagnosing, troubleshooting, and resolving complex technical issues while providing a high standard of IT support and customer service. You will be responsible for supporting business-critical systems, ensuring minimal downtime, and escalating issues when necessary.
Key Responsibilities:
1. Provide 2nd and 3rd line technical support for hardware, software, and network issues.
2. Troubleshoot and resolve complex incidents, requests, and problems escalated from 1st line support.
3. Monitor, maintain, and improve the IT infrastructure to ensure optimal performance and security.
4. Support deployment, configuration, and management of servers, workstations, and enterprise applications.
5. Manage Active Directory, including user account creation, group policies, and permissions.
6. Assist with Office 365 and Exchange administration, including migrations and maintenance.
7. Perform system upgrades, patch management, and software installations.
8. Provide support for virtualized environments (e.g., VMware, Hyper-V).
9. Collaborate with external vendors and service providers to resolve escalated issues.
10. Maintain detailed documentation of incidents, troubleshooting steps, and resolutions.
11. Contribute to IT projects, including infrastructure upgrades, migrations, and new system implementations.
Required Skills and Experience:
1. Proven experience in a 2nd/3rd line support role.
2. Strong knowledge of Windows Server (2016/2019/2022) and Windows 10/11 operating systems.
3. Hands-on experience with Active Directory, Group Policy, and DNS/DHCP.
4. Proficiency in troubleshooting and supporting Office 365, Exchange Online, and Teams.
5. Experience with virtualization technologies such as VMware or Hyper-V.
6. Familiarity with networking concepts, including VLANs, firewalls, and VPNs.
7. Strong understanding of IT security best practices, including antivirus and endpoint management tools.
8. Excellent analytical and problem-solving skills with attention to detail.
9. Strong customer service skills and ability to communicate technical concepts to non-technical users.
Desirable Skills:
1. Experience with cloud platforms (e.g., Microsoft Azure, AWS).
2. Knowledge of PowerShell scripting for automation.
3. Familiarity with ITIL frameworks and service desk tools (e.g., ServiceNow, Zendesk).
4. Certifications such as Microsoft Certified: Azure Administrator, CompTIA Network+, or VMware VCP.
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