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Second Line IT Support Engineer

Job Posted: 2 hours ago

Salary: £ 27,000 - 28,000 / Annum
Job Type: Permanent
Location: Waterlooville

Expire in: a month

Job Description

We are seeking an experienced and dynamic Second Line IT Engineer to join a busy helpdesk team, this role serves as a primary escalation point to ensure the resolution of escalated tickets and changes within contracted service levels. They will also be responsible for remediating vulnerabilities and applying security configurations. You will provide a high level of technical support to a wide range of users, spanning across different industries. The role demands a commitment to resolving complex incidents and requests while contributing to maintenance and project initiatives, enhancing customer platforms and services.

Main Duties

Handle escalated issues from first-line support that require a deeper level of technical expertise.
Perform advanced troubleshooting of hardware, software, network, and system-related issues.
Coordinate with third-line engineers or external vendors when necessary to resolve complex issues.
Ensure proper communication and information transfer when escalating issues, providing all necessary details to facilitate fast resolution.
Perform root cause analysis on recurring or complex issues to prevent future occurrences.
Provide reports and documentation on findings to management and other teams for further review or corrective action.
Ensure that all incidents and requests are handled in accordance with established SLAs.
Follow compliance, security, and quality assurance guidelines during troubleshooting and system changes.

Skills and Knowledge

Customer focused and have a genuine desire to provide a quality service. 
Excellent written and verbal communication skills.
A team player who can contribute to a collaborative working environment
An understanding of ITIL and Cyber Essentials frameworks.
Endpoint support for Microsoft Windows and Apple Mac devices, with a focus on troubleshooting and ensuring user productivity.
Proficiency in the support and management of Microsoft 365 products, including but not limited to Exchange, SharePoint, OneDrive, and Intune.
Management of Azure resources such as Azure Session Desktops and Azure files.
Windows Server administration including Active Directory, Group Policy, DHCP and DNS.
Solid understanding of network infrastructure, including DNS, Wi-Fi, VLANs, and VPNs, with an ability to troubleshoot connectivity issues.
Experience with VOIP technologies, particularly Microsoft Teams telephony, and its integration within the MSP environment.

Salary and Benefits

£27-28K
Hybrid Working, 3 days office based, 2 days from home
Company Pension Scheme
Life Assurance
Private Healthcare
Professional Growth Opportunities and Training Available
20 days holiday plus bank holidays
Special Leave for birthdays and Christmas
On-site Parking
Volunteer Days
Employee Assistance Programme

Before You Apply

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Bank details.
National Insurance number.
Date of birth.

You should not be asked for payment or irrelevant information. If you have concerns about a job advert or employer, seek guidance on how to proceed.

Looking for your next career move? Join a top company hiring Second Line IT Support Engineer job near me in Waterlooville! This is your chance to work on exciting projects, grow professionally, and enjoy a rewarding career with competitive pay and excellent benefits. Whether you're an experienced professional or looking to take the next step, this role offers the perfect opportunity to enhance your skills and make an impact. Don’t miss out—apply today via Vita CV and take your career to the next level!