An established and growing managed service provider (MSP) is seeking an experienced 2nd Line Support Technician with at least 3 years' experience in an MSP environment to join their team. The successful candidate will act as a point of escalation for complex service tickets and contribute to a variety of infrastructure projects. This role is primarily office–based near Eastbourne, with occasional travel to client sites required.
Key Responsibilities:
1. Point of Escalation: Act as the escalation point for complex service tickets, ensuring issues are resolved promptly and efficiently.
2. Client Onboarding: Handle client onboarding infrastructure requirements with minimal guidance, ensuring seamless implementation and setup.
3. Customer Service: Provide exceptional customer service and maintain strong professional relationships with clients.
4. Time Management: Effectively manage tasks to meet deadlines and service level agreements (SLAs).
5. Collaboration: Work with the projects team to deliver high–quality IT solutions that meet client specifications.
6. M365 Troubleshooting: Diagnose and troubleshoot issues with Microsoft 365, including Exchange, SharePoint, and tenant management.
7. Networking Configuration: Configure and maintain networking equipment, such as routers, access points, and switches, to ensure proper operation.
Requirements:
1. Experience: A minimum of 3 years working in an MSP environment.
2. Problem–Solving Skills: Strong troubleshooting abilities, with the capability to work independently to resolve issues efficiently.
3. Customer Service & Communication: Excellent communication skills, with the ability to effectively interact with both technical and non–technical users.
4. Time Management: Proven ability to manage time effectively and prioritise tasks to meet deadlines and SLAs.
5. Client Onboarding & Infrastructure: Experience in managing client onboarding and completing infrastructure projects.
6. M365 Knowledge: Extensive experience with Microsoft 365, including troubleshooting issues related to Exchange, SharePoint, and tenant maintenance.
7. Networking Knowledge: Ability to configure and maintain networking hardware, including routers, access points, and switches.
8. Cyber Security Knowledge: Strong understanding of cyber security principles, with Cyber Essentials experience being a plus.
9. Local Candidates: Must live within a reasonable commuting distance from the office.
10. Transport: Own transport is required for occasional client site visits.
How to Apply:
If you meet the above qualifications and are interested in this opportunity, please submit your CV or get in touch for further details. #J-18808-Ljbffr