2nd Line Engineer

2nd Line Support Engineer
Redditch
Permanent - Full-time

VIQU have partnered with a growing Managed Service Provider who are looking to recruit an experienced 2nd Line Support Engineer to join their team. This is a hands-on support role focused on day-to-day ticket resolution, desktop support and troubleshooting across a broad range of customer environments.

The role offers exposure to a wide range of technologies across end-user support, Microsoft, servers, infrastructure, networking and virtualisation, making it well suited to an engineer with a broad technical grounding who enjoys working across different environments.

Key Responsibilities

Provide 2nd Line technical support across a range of customer environments
Manage and resolve escalated support tickets within agreed SLAs
Provide hands-on desktop and end-user support across hardware, software and Microsoft technologies
Troubleshoot Windows, Microsoft 365 and Active Directory issues
Support server and infrastructure environments
Assist with networking and connectivity troubleshooting
Support virtualised environments and backup infrastructure
Assist with customer projects, upgrades, deployments and technical changes
Maintain accurate technical documentation and ticket records
Provide a professional and customer-focused support service
Key Requirements

Experience in a 2nd Line IT Support or Desktop Support role
Previous MSP experience is advantageous - broad technical knowledge across different technologies and environments is essential
Strong troubleshooting and problem-solving skills
Good knowledge of Microsoft 365, Windows and Active Directory
A good grounding across servers, infrastructure and networking
Exposure to Windows Server, Hyper-V and Veeam
Understanding of core networking concepts and general connectivity
Experience working within a structured support environment and to agreed SLAs
Strong customer communication skills
Apple/Mac support experience would be advantageous
2nd Line Support Engineer
Redditch
Permanent - Full-time