2nd Line IT Support Engineer - Up to £30k

Job Reference
2LISE-YIDL-N-61481
Salary Description
Up to £30k Per Annum
Contract Type
Permanent
Location
Eastwood ,
NOTTINGHAM
Advert

Your IT Department Ltd
2nd Line IT Support Engineer (Hybrid Remote and Office based)
Up to £30K per Annum
NG16 3BF 
 
Due to continued expansion and ambitious growth plans, Your IT Department has an exciting opportunity for an experienced 2nd Line IT Engineer to join our Service Team.  Founded in 2009 Your IT has seen year-on-year growth and has doubled turnover in the past 3 years.  We are one of the leading managed IT, service providers in the East Midlands, landing on the Top 501 MSP List in the world run by Channel Evolution in 2021.


As an experienced 2nd Line IT Engineer, you will be responsible for providing remote technical support for our varied client base. You will be responsible for managing incidents and requests, ensuring SLAs are met. Acting as an escalation point for 1st / 2nd Line Service Desk Engineers. The role will involve fault diagnosis and resolution, providing remote and telephone support for client infrastructure and end-users.


Our ideal candidate will be an experienced 2nd line support engineer from a Managed Service Provider background. You must be self-motivated with the ability to plan your own workload.  Have a natural ability to problem solve and be comfortable working in a fast-paced environment.  Most importantly you must demonstrate excellent customer service skills, be truly customer-focused with the ability to work in a team.
 
Key Responsibilities
 
Provide Remote technical support to a wide and varied client base.
Provide diagnosis and resolution, maintaining a high level of communication at all times.
To act as an escalation, point for 1st / 2nd line Service Desk Engineers by offering support and technical assistance, to aid in the resolution of client queries.
Respond appropriately to technical issues raised, through resolution or escalation.
Prioritization and management of workload to ensure contractual SLAs are met.
Log all service tickets received via telephone, email and client portal and handle accordingly throughout the stages of the ticket.
To maintain the appropriate client site documentation for each designated client.
Provide efficient customer service to a varied client base.
Work in accordance with company values, policies, procedures and standards.
On occasion, you may be required to perform onsite work / assist the Project Services Team.
  
Essential Skills and Experience


Our ideal candidate will be an experienced 3rd line support engineer from a Managed Service Provider background. You must be self-motivated with the ability to plan your own workload.  Have a natural ability to problem solve and be comfortable working in a fast-paced environment.  Most importantly you must demonstrate excellent customer service skills, be truly customer-focused with the ability to work in a team.
 
Experience with key technologies, such as:
 
Windows Server 2012 to 2019 R2
Microsoft Office 2013 – 2019
Windows 7 – Windows 10
Active Directory and Microsoft Exchange
Office 365
Azure AD
Intune MDM
Powershell Scripting
Power Automate
Networking technologies including LAN/WAN
DHCP/DNS
Routers / Firewalls - Particular Watchguard
Experience with MSP tools such as Connectwise Manage, Automate, and IT Glue would be an advantage.
Certifications in Microsoft, Watchguard, and Comptia would be an advantage.
  
The hours of work are 40 per week. 08:30-17:30, Monday-Friday. We offer a hybrid working environment with allocated days to work from home and in the office.

Join Us at Your IT… 


Employees aren’t just a number; no-one is a ticket turner or a task churner. We believe an IT support company’s service is reflective of how they look after their staff. 


Here, you’ll be appreciated. We don’t just want someone keen; we reward it, providing incentives and genuine opportunities to learn and progress. 
Part of a composed, relaxed, and focused team atmosphere, whether you’re working in the office or at home, you’ll be listened to, nurtured, and set realistic goals by a supportive manager. 


This is an opportunity for a career, not just a job.
 
Interested? 
Click apply and keep an eye out for a follow-up email. Check your junk/spam folder if necessary.