Our reputable client is seeking a 2nd Line IT Support Technician to join their friendly team. This is a majority remote based role. The successful 2nd Line Technician will work from home. There will be occasional travel in the South-East and London mainly for project-based work. MFK Recruitment has successfully recruited 41 IT professionals to this client within the past 5 years, 30 are still with the company too They retain their staff due to the excellent culture and progression opportunities. 2nd Line IT Support Technician - Primary Activities: Provide remote 2nd Line Server, Network, and Desktop technical support, diagnosing customer issues remotely and supporting the team to achieve consistent first-time fix. Incident and Problem management - taking ownership of escalations from 1st Line and onsite resource, managing issues through to resolution while keeping all stakeholders informed. Provide exceptional service support to internal and external customers, ensuring high levels of customer satisfaction. Assist in onboarding new customers, ensuring smooth transitions and adherence to best practices. Provide solutions and workarounds to incidents and problems, escalating concerns where necessary to meet agreed customer SLAs. Responsible for achieving agreed service levels at both team and individual levels. Ensure incidents are triaged for urgency and impact, prioritized, and allocated accordingly in line with service agreements. Develop and maintain the knowledge base for internal teams and the customer base, ensuring best practices are documented and shared. Accurately manage incidents and time sheets through ITSM tools. 2nd Line IT Support Technician - Other Activities May Include: Take responsibility for continual professional development, allocating time to deepen knowledge of supported technologies. Provide hands-on technical support, addressing quick technical fixes where necessary. Attend customer meetings as required to provide technical explanations and guidance on service-impacting issues. Ensure adherence to standards and procedures to maintain service quality and best practices. Collaborate with internal and external teams to enhance service offerings and develop solutions. Occasionally travel to customer sites when required for critical support or project work. Carry out any other reasonable requests made by the company. 2nd Line IT Support Technician - Experience required: A minimum of 3 years of experience as an IT Support Technician (Ideally within Education or for an MSP) 2nd Line Server, Network, and Desktop technical support Microsoft technologies: 365, Azure, Windows, AD, Server OS. Cloud technologies: 365, Azure, SharePoint, OneDrive. Configuring & maintaining devices with Microsoft Endpoint Management. Backup solutions: On-prem & cloud.