2nd Line / 3rd Line IT Support Engineer
Salary: £35,000 to £45,000
Location: Ilkley, West Yorkshire
Benefits
* Supported training and development plans.
* Attractive working location with moor views and only a 10-minute walk from Ilkley town centre.
* Free on-site parking.
* Bonus Scheme.
* Full access to ChatGPT Teams.
Due to this small MSPs continued growth, they are seeking a skilled 2nd Line / 3rd Line Support Engineer to expand their team. Do you have a mix of technical proficiency and strong client interaction skills? Do you enjoy providing both remote and onsite support? Then this role is for you!
You will play a crucial role in diagnosing and resolving IT incidents, ensuring optimal functionality and seamless integration of technology across a diverse client base.
Key Duties and Responsibilities - 2nd Line /3rd Line Support Engineer
* Diagnose and resolve incidents primarily on Windows platforms, with some exposure to Apple environments.
* Investigate and address network and infrastructure issues while following established maintenance protocols.
* Monitor service ticket progress to ensure compliance with SLAs and meet customer expectations.
* Identify recurring issues and trends, escalating them to the 3rd Line Engineer.
* Accurately log all service requests, document progress updates, customer interactions, and incident resolutions.
* Maintain ongoing communication to manage and meet customer expectations effectively.
* Identify opportunities for improvement and actively contribute to innovative change processes.
* Undertake additional tasks as required to support team objectives.
Key Requirements - 2nd Line / 3rd Line Support Engineer
* Proven experience in a Managed Service Provider (MSP) environment, such as onsite desktop support, service desk, or technical support roles.
* Strong proficiency in Windows environments.
* Experience and knowledge in M365 administration and server platforms including Azure.
* Familiarity with Halo PSA or similar platforms.
* Valid driving license.
Person Specification - 2nd Line / 3rd Line Support Engineer
* Self-assured and proactive self-starter, capable of working independently or collaboratively within a team.
* Maintains composure under pressure, adept at managing competing priorities effectively.
* Demonstrates exceptional diagnostic, problem-solving, and analytical skills.
* Motivated by a commitment to effectively resolve customer issues.
* Driven by continuous improvement, with a proactive approach to learning and development.
* Familiarity with SLA and KPI metrics within a managed IT service provider context
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