Job Title: 2nd Line Support Engineer
Location: Southend-on-Sea (full-time onsite)
Industry: Managed Service Provider
Salary: £28,000-32,000 per annum (DOE)
I have partnered with a growing MSP who are looking to expand their Service Desk team. You will be responsible for providing outstanding frontline technical support, and ensure client issues are resolved swiftly and professionally.
Key Responsibilities:
* Respond to incoming calls, emails, and tickets, providing initial support and troubleshooting for hardware, software, and network issues.
* Diagnose and resolve common technical issues, including but not limited to Microsoft Windows OS, Microsoft 365, basic network connectivity, and VPN access.
* Document incidents, solutions, and escalate complex issues to Senior Engineers.
* Provide proactive support, such as routine system checks and alerts, to maintain client systems at optimal performance.
* Assist with setting up new users, hardware, and software installations.
* Ensure all service levels and response times are met, prioritizing customer satisfaction.
Requirements:
1. 3 year MSP experience (minimum)
2. Knowledge of Microsoft Office (Office 365), Windows Servers and Active Directory
3. Basic networking knowledge (DNS/DHCP, TCP/IP, LAN/WAN)
4. Knowledge/experience of SCCM, In...