2nd Line Support Engineer

Job Overview

We are seeking a proactive and skilled 2nd Line Support Engineer to join our dynamic IT support team. In this role, you will be the vital link between end-users and advanced technical solutions, providing expert assistance to resolve complex technical issues efficiently. Your energetic approach and strong communication skills will ensure seamless support across a variety of operating systems, hardware, and network environments. This position offers an exciting opportunity to enhance your technical expertise while delivering exceptional customer service in a fast-paced environment.

Responsibilities

• Diagnose and resolve escalated technical issues related to computer hardware, software, and network connectivity with enthusiasm and precision.
• Provide advanced support for operating systems including Windows, macOS, and Linux, ensuring optimal performance for users.
• Manage and troubleshoot computer networking components such as LAN, VPN, DNS, TCP/IP, firewalls, and switches to maintain secure and reliable connectivity.
• Support Active Directory management tasks including user account provisioning, password resets, group policies, and permissions.
• Utilize tools like SCCM, ServiceNow, Jira, BMC Remedy, and Help Desk platforms to track incidents, document solutions, and ensure timely resolution.
• Assist with software troubleshooting across Microsoft Office applications and other enterprise tools to minimize downtime.
• Collaborate with the 1st Line Support team to escalate issues appropriately while maintaining a positive attitude and clear communication with end-users.

Skills

• Strong understanding of computer networking concepts such as TCP/IP protocols, LAN/WAN architecture, DNS management, VPNs, and firewalls.
• Proven experience in desktop support across multiple operating systems including Windows (Windows Server), macOS, and Linux environments.
• Familiarity with Microsoft Windows Server administration and Active Directory for user management and security policies.
• Knowledge of IT support tools such as SCCM for software deployment and updates; ServiceNow or Jira for incident tracking; BMC Remedy for ticket management.
• Excellent troubleshooting skills for hardware components including computers, peripherals, servers, and network devices.
• Effective communication skills to explain technical solutions clearly to non-technical users while providing outstanding customer service.
• Ability to analyze complex issues quickly using analysis skills combined with attention to detail to deliver prompt resolutions.

Join us as a 2nd Line Support Engineer where your technical prowess fuels our mission to deliver reliable IT solutions! Your energy will drive success in supporting our users’ needs while expanding your expertise in cutting-edge technologies within a vibrant team environment.

Pay: £35,000.00-£50,000.00 per year

Benefits:

• Casual dress
• Company pension
• Cycle to work scheme
• Free parking
• On-site parking
• Sick pay

Work Location: In person