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Position: 2nd Line Support Engineer
Salary: £30,000 - £36,000 (DOE)
Location: Dartford
We are looking for an experienced 2nd Line Support Engineer to join a dynamic and fast-growing IT company. This role is perfect for an IT professional who has strong troubleshooting skills and a broad technical knowledge base. You will be responsible for handling escalated technical issues, managing client IT infrastructure, and working closely with senior engineers on complex IT projects.
Experience Required
* IT Systems administration in a Windows environment, preferably in a service provider role.
* Proficiency in Active Directory, DNS, DHCP, DFS, and Group Policy (GPO).
* Strong networking knowledge, including managed switches and firewalls.
* Experience working with Windows Server 2012 - 2019, Windows 10 & 11, and Mac OS.
* Familiarity with Microsoft 365, Azure AD, and cloud environments.
* Prior experience working within a support team, handling escalations.
* Strong documentation skills and experience handling support ticket systems.
* Experience with Virtual Environments such as Hyper-V and ESXi.
* Knowledge of VOIP/Telephony systems.
Personal Characteristics
* Excellent verbal and written communication skills.
* Strong problem-solving skills and ability to provide efficient workarounds.
* Experience in supporting customers remotely and onsite.
* Ability to work collaboratively in a team-oriented environment.
* Adaptable and flexible in a fast-paced setting.
* Self-motivated with a passion for delivering excellent IT support services while building strong client relationships.
Duties
* Troubleshoot and resolve escalated technical issues via telephone, remote access, and onsite visits.
* Log and track support tickets in the CRM system, ensuring prompt resolutions and follow-ups.
* Monitor and maintain IT systems, servers, and networks for clients.
* Assist with installations, configurations, and upgrades of hardware and software.
* Manage Active Directory, Group Policy, and Microsoft 365 environments.
* Ensure security best practices, including backups, antivirus, and patch management.
* Provide user training and documentation for common IT tasks.
* Assist with network troubleshooting, including routers, switches, and firewalls.
* Work closely with the 3rd Line team to escalate complex issues when necessary.
* Document processes, resolutions, and client environments for future reference.
* Stay updated with the latest industry trends and emerging technologies.
Benefits
* Competitive Salary (£30,000 - £36,000 DOE)
* Additional Annual Leave based on tenure.
* Company Events - team-building activities and social events.
* Ongoing Training & Certification Support to enhance skills and career growth.
* Opportunities for Progression within a growing company.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
Industries
* IT System Training and Support
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