2nd Line Support Engineer

  • Ilkley
  • Wildcat Careers Ltd
2 nd Line IT Support Engineer Salary: £25,000 to £35,000 Location: Ilkley, West Yorkshire Benefits Supported training and development plans. Attractive working location with moor views and only a 10-minute walk from Ilkley town centre. Free on-site parking. Bonus Scheme. Full access to ChatGPT Teams. Due to this small MSPs continued growth, they are seeking a skilled 2 nd Line Support Engineer to expand their team. Do you have a mix of technical proficiency and strong client interaction skills? Do you enjoy providing both remote and onsite support? Then this role is for you! You will play a crucial role in diagnosing and resolving IT incidents, ensuring optimal functionality and seamless integration of technology across a diverse client base. Key Duties and Responsibilities - 2 nd Line Support Engineer Diagnose and resolve incidents primarily on Windows platforms, with some exposure to Apple environments. Investigate and address network and infrastructure issues while following established maintenance protocols. Monitor service ticket progress to ensure compliance with SLAs and meet customer expectations. Identify recurring issues and trends, escalating them to the 3rd Line Engineer. Accurately log all service requests, document progress updates, customer interactions, and incident resolutions. Maintain ongoing communication to manage and meet customer expectations effectively. Identify opportunities for improvement and actively contribute to innovative change processes. Undertake additional tasks as required to support team objectives. Key Requirements - 2 nd Line Support Engineer Proven experience in a Managed Service Provider (MSP) environment, such as onsite desktop support, service desk, or technical support roles. Strong proficiency in Windows environments. Experience and knowledge in M365 administration and server platforms including Azure. Familiarity with Halo PSA or similar platforms. Valid driving license. Person Specification - 2 nd Line Support Engineer Self-assured and proactive self-starter, capable of working independently or collaboratively within a team. Maintains composure under pressure, adept at managing competing priorities effectively. Demonstrates exceptional diagnostic, problem-solving, and analytical skills. Motivated by a commitment to effectively resolve customer issues. Driven by continuous improvement, with a proactive approach to learning and development. Familiarity with SLA and KPI metrics within a managed IT service provider context IT Support Engineer/Senior IT Support/2ndLine/IT System Administrator/ 2nd Line Support/Line/Desktop Support Technician / IT Support Engineer / IT Service Engineer/ IT Support Technician / Support Technician / Technical Support / IT Support / IT Systems Engineer / IT Systems Support System Administrator/Helpdesk/Service Desk/IT Help Desk/IT Service Desk