2nd Line Engineer

2nd Line Engineer

Up to £40,000

Bristol / Hybrid

We are fortunate to be working with a leading provider of expert business IT solutions, consultation, training, and support is committed to delivering a comprehensive range of IT services with a personal touch. Specializing in Infrastructure Modernisation, Workspace Transformation, Security, Training, and Managed Services, the company takes a consultative approach, focusing on understanding both the people and the business.

• As a 2nd Line Support Engineer, you will be the key contact for escalating IT support requests and resolving complex issues.
• You’ll collaborate closely with the service desk team to promptly and effectively address technical challenges, whether working remotely or on-site.
• Your responsibilities will include optimizing service desk efficiency by researching and implementing better ticketing practices, identifying patterns, creating new processes, and keeping documentation up to date.
• You'll also work alongside 1st Line Engineers and escalate more complex problems to 3rd Line Engineers when needed, ensuring smooth operations and maintaining high levels of customer satisfaction.

You will need:

• 2-5 years' experience in a fast-paced Managed Service Provider environment.
• Proficient in supporting Windows 8/10/11 & Microsoft 365
• Familiarity with Endpoint Manager and Conditional Access policies.
• Strong expertise in Active Directory, both Windows Server and Azure.
• Experience with Microsoft Intune and Autopilot for desktop support.
• Skilled in supporting Windows Server environments.
• Capable of providing support for Mac systems.
• Solid understanding of networking, including firewalls, routers, and switches.
• Hands-on experience with virtualization technologies such as Hyper-V and VMware.
• Comfortable using industry-standard tools like RMM and ticketing systems.

The organization also places a strong emphasis on employee development, offering clear pathways for career progression aligned with broader business objectives.