We are seeking an experienced and dynamic Second Line Engineer to join the helpdesk team. This role serves as a primary escalation point to ensure the resolution of escalated tickets and changes within contracted service levels. You will also be responsible for remediating vulnerabilities and applying security configurations.
The job holder is a direct escalation path within the helpdesk team. 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.
Key Responsibilities
- 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.
Required Skills and Experience
- Customer focused and have a genuine desire to provide a quality service.
- Confident and highly motivated individual.
- Excellent written and verbal communication skills.
- A team player who is able to contribute to a collaborative working environment
- Actively seeks to share information in order to improve quality performance
- 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.
