2nd Line Support Engineer (ID: 4BjbpRGt)

Skilled customer-oriented 2nd Line On-Site Support Engineer required to join our team, working closely with a Dedicated client and supporting our broader client base. This role involves providing reliable, hands-on IT support directly at the dedicated client site for three days a week, while also dedicating two days to supporting our other clients as part of our Managed Service Provider (MSP) operations. You’ll be supported by our senior engineers and the entire technical team to deliver outstanding IT solutions and resolve issues effectively. This position is ideal for a proactive, adaptable individual who enjoys working in a collaborative environment, building relationships, and delivering high-quality support.

Key Responsibilities - On-Site IT Support:

• Serve as the on-site IT point of contact for a key client, providing 2nd line support and handling technical issues, both proactively and reactively, three days per week.
• Troubleshoot and resolve hardware, software, and network issues to minimise disruptions to the client’s operations.

The following are the expected requirements for the dedicated client:

• The usual Microsoft products; are Windows 10/11; Outlook; Excel, PowerPoint, Word, One-Note, and the occasional Excel-Plugin.
• Zoom-based audio-video services are available in conference rooms and on desktop PCs.
• Standard Chrome, Firefox, Edge browsers.
• Dell and Lenovo Hardware platforms.
• Some experience using Microsoft Intune/endpoint device management.
• iOS device deployment/management.

Daily responsibilities will include things such as;

• Answering common end-user support requests and tracking processes in Fresh Service ITSM service desk tool.
• Onboarding/offboarding employees (training and documentation provided).
• Onboarding/Offboarding new iOS devices.
• Onboarding/Offboarding end user Windows based laptops.
• Performing daily AV conference room checks.
• Provisioning employee facility badges.
• Standard hardware break-fix troubleshooting.

MSP Support:

• Dedicate two days per week to supporting various clients within our MSP framework, primarily focusing on site work but also providing helpdesk support as needed.
• Address incoming support requests from clients through the helpdesk, ensuring timely resolution and effective communication.

Collaboration and Communication:

• Work closely with the 3rd Line Engineers and the wider IT team to ensure seamless support and escalate issues as necessary.
• Build and maintain a positive working relationship with the client’s team and other clients, ensuring all IT needs are met in a timely, professional manner.

Proactive Issue Management:

• Monitor and address potential issues before they affect productivity, ensuring all systems are operating smoothly.
• Provide regular updates and recommendations to improve system performance, security, and efficiency.

Documentation and Reporting:

• Maintain accurate records of all support activities, resolutions, and client feedback.
• Document system configurations, processes, and procedures to support knowledge sharing and continuity.

Adherence to Client Policies and Standards:

• Align with client policies, security standards, and compliance requirements in all support activities.
• Participate in relevant client meetings and training sessions to stay aligned with their evolving IT needs.

Key Skills and Qualifications/Technical Skills:

• Strong knowledge of Windows and macOS operating systems.
• Familiarity with networking fundamentals, Active Directory, Office 365, and basic cloud environments.
• Hands-on experience with desktop, laptop, and mobile device support.

Experience:

• Proven experience in a 2nd Line IT support role, ideally in an on-site environment.
• Experience working with clients in a managed service provider (MSP) or consultancy setting is a plus.

Soft Skills:

• Excellent problem-solving skills and the ability to troubleshoot under pressure.
• Strong interpersonal and communication skills, with a collaborative approach to client interactions.
• High level of professionalism and ability to work independently when needed.

Additional Requirements:

1. Willingness to work on-site 3 days per week at the client location, with an additional 2 days supporting other clients.
2. Flexibility to cover additional shifts as needed.
3. Relevant certifications (e.g., CCNA, Microsoft Certified) are a plus.

What We Offer:

• A collaborative, supportive work environment within a forward-thinking IT support team.
• Ongoing opportunities for professional development and skills training.
• The chance to work with an inspirational client in the investment sector while also supporting a diverse range of businesses through our MSP services.

If you are a skilled 2nd Line Engineer who thrives in a client-facing role and is passionate about delivering outstanding IT support, we encourage you to apply!

Job Title: 2nd Line On-Site Support Engineer

Job Type: Full-time, Permanent

Pay: From £45,000.00 per year

Benefits:

• Company pension
• Private medical insurance

Schedule:

Monday to Friday

Work Location: In person

Location: Dedicated Client Site, 3 days per week, the other 2 days to be used as an MSP site engineer.

Employment Type: Permanent, Full-Time

The consultant will be required to undergo a criminal/financial background check as a condition of the consulting contract.