Job Description: 2nd Line Support Engineer
Location: Milton Keynes (Full-time Onsite)
Industry: IT Services Consultancy
Salary: £35,000 per annum (DOE)
About the Role
We are seeking a dedicated and skilled 2nd Line Support Engineer to join our dynamic team in Milton Keynes. As part of our IT Services Consultancy, you will play a crucial role in providing advanced technical support to our clients, ensuring seamless IT operations and excellent customer service. This onsite role demands a proactive problem-solver who thrives in a fast-paced environment and has a passion for technology.
Key Responsibilities
1. Incident Management:
1. Respond to escalated issues from 1st Line Support, ensuring timely resolution and minimal downtime.
2. Troubleshoot and resolve hardware, software, and network issues.
2. Customer Support:
1. Provide professional, friendly, and efficient service to clients at all times.
2. Work closely with clients to identify and resolve recurring technical issues.
3. System Administration:
1. Perform maintenance and upgrades on client systems, including servers, workstations, and network equipment.
2. Manage and support Active Directory, Office 365, and other enterprise applications.
4. Documentation and Reporting:
1. Maintain detailed records of incidents and service requests in the ticketing system.
2. Create and update technical documentation for internal use and client reference.
5. Collaboration:
1. Liaise with 3rd Line Support and other teams to escalate and resolve complex technical challenges.
2. Assist in mentoring and knowledge sharing with 1st Line Support staff.
Key Requirements
1. Technical Skills:
1. Proficiency in troubleshooting Windows and macOS environments.
2. Strong understanding of networking principles (TCP/IP, DNS, DHCP, VPNs).
3. Experience with server environments, including Windows Server 2016/2019, Active Directory, and Group Policy.
4. Familiarity with cloud platforms, particularly Microsoft 365 and Azure.
2. Soft Skills:
1. Excellent communication and interpersonal skills.
2. Ability to manage multiple tasks and prioritize effectively.
3. Strong problem-solving mindset and attention to detail.
3. Experience and Qualifications:
1. Previous experience in a 2nd Line Support or similar role.
2. Relevant certifications (e.g., CompTIA Network+, Microsoft MCP/MCSA, ITIL Foundation) are a plus.
3. Full UK driving license (preferred).
In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.
#J-18808-Ljbffr