Customer-Focused 2nd Line Support Engineer
Our client, a dynamic Managed Service Provider (MSP), is seeking a customer-focused 2nd Line Support Engineer to provide advanced technical support across multiple client infrastructures, primarily within Microsoft-centric environments. This role offers an opportunity to work in a fast-paced environment, troubleshooting complex IT issues and ensuring the smooth operation of IT systems.
Key Responsibilities:
* Provide 2nd Line technical support for a diverse range of clients across various industries.
* Diagnose and resolve hardware, software, and network issues, escalating complex problems when necessary.
* Administer and troubleshoot Microsoft 365, SharePoint, Teams, OneDrive, and Exchange Online.
* Manage and maintain Azure Cloud Services, including Azure AD, Intune, and Backup solutions.
* Configure and maintain Active Directory, Group Policies, user access permissions, and security protocols.
* Assist with software installations, updates, and patch management.
* Monitor and enforce cybersecurity best practices, including endpoint protection and access controls.
* Maintain clear documentation of tickets, troubleshooting steps, and resolutions in the ITSM helpdesk system.
* Deliver exceptional customer service, ensuring clients receive prompt and effective IT support.
Required Skills & Experience:
* A minimum of 5 years of experience in an IT support role, ideally within an MSP environment.
* Strong knowledge of Microsoft 365 & Azure Cloud Services (Azure AD, Intune, Exchange Online).
* Experience troubleshooting Windows & macOS environments in a multi-client setup.
* Ability to support remote users and troubleshoot VPN, networking, and connectivity issues.
* Understanding of firewalls, DNS, DHCP, and basic network security principles.
* Excellent problem-solving skills with a structured and detail-oriented approach.
* Strong communication and documentation skills, ensuring clarity in ticket resolutions.
* Ability to work independently and manage multiple client requests efficiently.
My client welcomes applications from proactive, customer-focused Engineers, looking for their next challenge in a thriving IT environment. If you’re ready to take the next step in your IT Engineer career, apply today!
Seniority Level
Associate
Employment Type
Full-time
Job Function
Information Technology
Industries
IT Services and IT Consulting
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