Are you an experienced IT professional with a passion for delivering excellent technical support? We are seeking a 2nd Support Engineer to join a dynamic managed services and support team, providing comprehensive technical solutions to clients. This role offers a hybrid working environment and the opportunity to work with cutting-edge technologies across a variety of systems. Key Responsibilities As a 2nd Line Support Engineer, your key responsibilities will include: Providing high-level technical support to customers with Managed Service contracts, ensuring incidents are resolved within agreed SLAs. Offering exceptional customer service and satisfaction by effectively managing and troubleshooting system issues. Supporting 1st and 2nd line Service Desk Agents in resolving complex technical issues. Maintaining up-to-date documentation on system changes, procedures, and technical fixes. Leading customer change implementations and supporting technical projects as required. Building and configuring servers, while proactively monitoring system health and completing scheduled system reports. Collaborating with team members to provide training and ensure that knowledge base articles and fixes are current and accurate. Assisting with infrastructure installations, hardware refreshes, and other technical projects. Essential Technical Skills & Experience The ideal candidate will have: 5 years of experience providing technical support, ideally within a Managed Service Provider (MSP) or IT Consultancy environment. Expertise in Microsoft Hyper-V, failover clustering, and storage solutions such as Microsoft Storage Spaces Direct. Advanced knowledge of infrastructure platforms including Microsoft Server 2012/2016/2019, Active Directory, DFS, DHCP, DNS, and Exchange On-Premise. Strong understanding of networking technologies (TCP/IP, DNS, DHCP, VPNs) and experience with WAN/LAN. Experience with Office 365, VMWare, and Veeam Backup & Replication. Proficiency in laptop/desktop rollout, rebuilds, and general IT support across Windows 7 & 10. A solid grasp of IT security best practices and ITIL framework experience. Desirable Qualifications MCSE and VMware/Hyper-V certifications are highly desirable. A degree in a relevant IT field is preferred. General and Interpersonal Skills Passion for providing outstanding customer service and technical support. Strong problem-solving skills with a methodical and analytical approach. Ability to work collaboratively within a team environment while also taking ownership of complex technical issues. Excellent communication skills, both written and verbal, with a customer-focused mindset. Why Join Us? This is an excellent opportunity for an ambitious IT professional to further develop their technical skills in a supportive and fast-paced environment. You will be part of a team that values growth, collaboration, and excellence in everything they do. If you are a proactive, customer-focused technician, we would love to hear from you Apply today