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2nd Line Support Engineer - IT MSP

Ref code: SZI99111238
Technology,
£28k - 30k per year
Leeds, West Yorkshire, England
Permanent
Office Based
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2nd Line Support Engineer – IT MSP Client

The 2nd Line Support Engineer is responsible for handling second line support requests. This relates to all technology, to include: workstations, servers, printers, networks, vendor specific hardware and software, Office 365, SharePoint and other cloud technologies.

Key Duties/Responsibilities

  • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
  • Technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Remote access solution implementation and support: VPN, Remote Desktop Services.
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Work with the Service Desk Manager to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
  • Escalate service requests that require 3rd line and field service engineer level support

Key Technical Background

  • Office 365
  • Exchange
  • SharePoint
  • Azure Active Directory
  • Microsoft Intune
  • Microsoft Teams
  • Windows Server(s), 2019, 2016, 2012, 2008
  • Active Directory
  • DNS / DHCP
  • Routing and Remote Access
  • AD Connect
  • Remote Desktop Services
  • Microsoft Office Packages
  • Network Switching
  • VLAN’s
  • Firewalls & Routers
  • Port Forwarding
  • Routing

Ideal Background 

  • Previous working within an IT MSP

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