Role: 2nd Line IT Engineer
Basis: Full Time
Location: Oxfordshire
Primary Purpose: My client is seeking a 2nd Line IT Engineer to join their dynamic team. The successful candidate will support, investigate, and resolve IT-related issues for MSP clients, ensuring all problems are addressed promptly.
Key Responsibilities:
Act as the first point of contact for support calls, emails, and sessions.
Serve as an escalation point for apprentice and 1st line engineers.
Log all support calls and keep clients updated.
Manage incident and request tickets, ensuring SLA compliance.
Provide direct support to clients and assist the Helpdesk Management Team with business improvements.
Maintain and manage escalations from apprentice and 1st line engineers.
Communicate daily with clients regarding open tickets and manage their expectations.
Work with clients' third-party suppliers and vendors as needed.
Adhere to company policies and procedures and meet role-related KPIs.
Log, manage, and resolve client IT issues.
Maintain the desktop asset register and configurations.
Undertake any other duties required to meet business needs.Behaviors Required:
Strong communication skills.
Professional, approachable, and flexible.
Effective team player.
Energetic with a positive attitude.
Tenacious and customer-focused.
Attention to detail.
Creative problem-solver.Person Specification:
Minimum:
Excellent knowledge of Windows 7/8/10 and MacOS installation and configuration.
Experience with Email Management/Configuration (Exchange 2013/2016, Office365).
Familiarity with Office365 Powershell command-lets and Email filter technologies (Mimecast, Barracuda, Sophos Email Gateway).
Experience with Microsoft Server OS (2012/2016/2019).
2+ years' experience with medium-large businesses.
Strong knowledge of Active Directory and NTFS permissions.
Excellent troubleshooting, problem resolution, and client service skills.
Positive work attitude and continuous improvement mindset.
Ability to work independently under pressure.
Minimum of 2 years' IT experience in a corporate or services environment.
Driving license and own transport.Desirable:
Certifications in Sophos Central/XG Firewall, Microsoft (MS-100, MS-101, MS-700), Apple, Comptia A+, Comptia N+.
Experience with wireless management (Ubiquiti, Meraki, Netgear) and group policy management.
MSP experience is advantageous.How to Apply: If you meet the qualifications and are interested in this role, please submit your resume and cover letter