2nd Line Support Engineer

2nd Line Support Engineer
Up to £35,000 DOE
London - Hybrid working (4 days onsite/in office, 1 day remote after passing probation)

This role is a client facing role and you will be required to go to client sites around London.

I am recruiting in London for multiple 2nd Line Support Engineers for a leading IT Managed Service Provider (MSP).

The ideal candidate would be someone that is already in a 2nd line role, or an experienced 1st line engineer looking for that next step in their career, along with a upbeat personality and

As a 2nd Line Support Engineer you will take a supporting role in the management and resolution of the customers technical issues, as well as taking a proactive stance in improving the managed services delivered through additional company services and effective problem management.

2nd Line Support Engineer Benefits:

Hours: 7.5 hours a day on a fortnightly shift pattern (8am to 4.30pm or 9am to 5.30pm or 9.30am to 6pm)
Holidays: 20 days per year, plus bank holidays. After 3 years continuous service, an extra day annual leave up to 25 days. Birthday off work (from 2025)
Benefits: Competitive Package Offered - Gym membership, Vitality at Work Business rewards & benefits, Cycle to Work scheme, quarterly team nights out/events, monthly games night with pizzas and breakfast on Wednesdays!
Exams towards certifications relevant for your role fully paid for by my client!

2nd Line Support Engineer Experience:

MSP background preferable
2-3 years proven experience in an IT support role (1st/2nd line)
Experience of working to an ITIL framework in a service desk capacity
Microsoft Windows Server (Apply online only)
Microsoft 365 Support for Email, SharePoint, OneDrive and Teams
Active Directory Management
Windows 10, 11 Operating System Support
Apple OS and Apple Mac support experience
Microsoft Office Suite
Backup Technologies such as DATTO, Acronis
Laptop/desktop and thin client support
Essential Certification (Any one)

MS-900 Microsoft 365 Fundamentals Certification
AZ-900 Microsoft Azure Fundamentals Certification
SC-900 Microsoft Security Fundamentals CertificationPersonal Skills

Highly Motivated
Can do attitude
Attention to detail
Excellent communication
Proven client service skills
Ability to work under pressure
Willingness to work flexibly as required
Good telephone etiquette2nd Line Support Engineer Responsibilities:

Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress.
Recording all IT Incidents, Requests and Problems, ensuring all relevant details are captured in line with Service Desk standards.
Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA).
Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing information to identify and resolve a range of technical Incidents such as hardware, software, application and network Incidents with the objective of restoring normal service as quickly as possible.
Liaise with third party suppliers where necessary, logging tickets and act as a central point of contact.
Monitoring and tracking Incidents, Requests or Problems, escalating where necessary to other resolver groups, or line Manager.
Log and assign tickets and monitor workloads for the other Service Desk team members.
You will be required to attend our client sites to provide IT Support as directed by your Line Manager.Services advertised by Gold Group are those of an Agency and/or an Employment Business.
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