2nd line IT Engineer

As a Level 2 IT Support Engineer, you will provide comprehensive support services to our clients, ensuring their IT infrastructure and systems remain fully operational. This role involves proactively identifying, investigating, and resolving technical incidents and problems, and restoring service to clients by managing incidents through to resolution. Reporting to the 2nd Line Team Leader, your responsibilities will include a mix of proactive monitoring and maintenance, as well as business-as-usual support.
In addition to IT support, you will also provide network support to clients. Familiarity with Meraki, Fortinet, Zyxel, and Sonicwall network technologies is essential. Experience in an MSP support role is crucial. The ideal candidate will thrive in a fast-paced environment and have a strong desire to continue learning and developing their technical skills.

Responsibilities:

• Incident Management: Efficiently handle and resolve incidents escalated from 1st line support within agreed Service Level Agreements (SLAs).
• Problem Management: Analyse incident trends to identify recurring issues and work towards root cause resolution to prevent future occurrences.
• Technical Support: Provide advanced troubleshooting and technical support for complex issues across a wide range of enterprise systems and applications.
• Change Management: Review and implement changes to the IT environment, ensuring they comply with Change Management procedures and minimise disruption.
• Knowledge Management: Document solutions and workarounds for common issues to enhance the knowledge base and assist 1st line support in resolving incidents faster.
• Service Request Fulfilment: Process and fulfil service requests that require more technical expertise than 1st line support can provide.
• Customer Communication: Maintain clear and professional communication with customers regarding the status of their incidents and requests.
• Escalation Handling: Escalate unresolved issues to 3rd line support or external vendors as necessary, ensuring detailed documentation and communication.
• Root Cause Analysis: Conduct thorough root cause analysis for major incidents and problems to prevent recurrence and improve service reliability.
• Performance Monitoring: Monitor and analyse system performance metrics to proactively identify and resolve potential issues.

Requirements:

• Proficiency in diagnosing and resolving hardware and software issues, including desktops, laptops, servers, and network devices.
• Good working knowledge of Microsoft Azure, Intune and Defender
• In-depth knowledge of Windows and macOS operating systems, with experience in Linux/Unix environments being advantageous.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and the ability to troubleshoot network connectivity issues.
• Familiarity with IT Service Management (ITSM) tools such Halo ITSM for incident and request management.
• Basic scripting skills in languages such as PowerShell, Python, or Bash for automating routine tasks and improving efficiency.
• Experience with Active Directory administration, including user account management, group policies, and permissions.
• Ability to support and troubleshoot a variety of enterprise applications, including Microsoft Office Suite, email clients, and other business software.