2nd/3rd Line Engineer

My client has well over 2 decades of delivering IT Infrastructure Solutions within the Hospitality arena, specifically with large hotels & groups across the UK & Europe.
This experience & knowledge enables the company to understand how best to design, configure, implement & support the right solution for our clients.
They also understand the products on the market for clients looking to implement solutions such as large hotel Wi-Fi from the Tier-1 vendors & we have made the strategic decision to align & invest our time and resources to become Ruckus Elite partners – this is recognition of the very high skill levels of our consultants.
My client is now an IT partner to boutique and smaller hotel groups delivering IT Networks, Wi-Fi, IPTV, IP Phones & CCTV – delivering solutions from design, supply, implementation, support & management – working collaboratively with our clients to ensure their guests have a seamless experience during their stay.
They are seeking an experienced and highly skilled 2nd Line Support Engineer who is looking for a new challenge to join our technical team in this exciting new role. This position involves managing and resolving support tickets through our service desk as well as working on client sites when required. You’ll be supported by our senior engineers when required to ensure efficient resolution of service requests. This position is ideal for a proactive, adaptable individual who enjoys working in a collaborative environment and is focused on providing the highest level of support to our customers. Must be able to commute to our central London office on a daily basis where the role is based.
The role offers huge scope for personal development as you will grow from internal support to external field engineering – working alongside and learning from some of the most respected network & Wi-Fi specialists in our field.
Key Responsibilities
* Troubleshoot and resolve IT issues including Wi-Fi, hardware, software, networks, etc.
* Provide remote and onsite technical support to our clients.
* Monitor and respond to support tickets within agreed SLAs.
* Escalate unresolved issues to the 3rd line support team.
* Create and maintain up to date documentation of issues and resolutions.
* Install, configure and document software and hardware systems.
* Maintain high standards of customer service.
* Participate in onsite IT projects including system upgrades, migrations, and deployments.
Essential Skills & Technologies
* Network installation and configuration including switches, routers, firewalls, access points, HP server hardware, HP laptops, printers, etc.
* Large scale corporate Wi‑Fi support & troubleshooting
* Advanced Wi-Fi networking, TCP/IP, DNS, DHCP, VPNs, VLANs
* LAN & WAN networking, operating systems, and hardware troubleshooting
* Monitoring Systems such as PRTG, SolarWinds, Ninja One, etc.
* Remote Access tools including TeamViewer, AnyDesk, RDP, etc.
* Experience with Microsoft Entra ID, Active Directory (AD), 365 Admin, Azure, SCCM, Intune, Hyper-V, VMware, IP telephony, Windows, etc.
Required Experience and Qualifications
* Minimum 3 years’ experience in a similar role
* Qualification such as CCNA, CWNA, or equivalent
* Understanding of security protocols and data privacy
* Experience working within the hospitality industry would be a distinct advantage. As would experience working with any of the following manufacturers equipment and systems: - Ruckus, WatchGuard, Barracuda, Veeam, HPE, Fortinet; Meraki; Nevaya; Verkada; Microsoft
* Experience or understanding of ISO27001 & ISO9001 accreditations would be desirable.
* Degree in IT, Computer Science, or related field desirable.
* Experience working for an MSP would be desirable