2nd - 3rd Line IT Support Engineer

ZipRecruiter; Bournemouth; On-site; GBP 30,000 - 45,000; Full time

Job summary

An established industry player is seeking a motivated 2nd - 3rd Line IT Support Engineer to join their dynamic team. This role offers the opportunity to work with a diverse range of technologies, including Microsoft 365, Active Directory, and VoIP, while providing exceptional customer service to clients. You'll be involved in both helpdesk duties and site visits, ensuring that each day brings new challenges and learning opportunities. If you're passionate about IT and eager to advance your skills in a supportive environment, this position is perfect for you.

Benefits

21 days holiday + Birthday off + Bank Holidays

Free on-site parking

Bonuses for self-study Microsoft training

Pension

Private Healthcare (BUPA) after 12 months

Qualifications

• 3 years minimum IT support experience in a similar MSP environment.
• Excellent understanding of Microsoft 365 and Windows Server.

Responsibilities

• Provide 2nd and 3rd line IT support to clients.
• Manage ticket queue and escalate issues as needed.

Skills

IT Support

Microsoft 365

Active Directory

Windows Server

Networking

Customer Service

VoIP

Education

3+ years IT support experience

Tools

Dell hardware

Draytek

SonicWall

Ubiquiti

Job description

Job Description

Hours: Full Time/Permanent. 09:00 to 17:30, Monday to Friday (1 hour for lunch)

Our client a well-established local Managed Service Provider (MSP), who provides an exceptionally high level of customer service and support to their diverse customer base are looking for a 2nd - 3rd Line IT Support Engineer. They are a Microsoft Gold Partner and Dell Gold Partner. Their clients are primarily SME sized (5 to 150 users), but across a wide variety of different industries, with differing setups and requirements. Most are within the Poole/Bournemouth and surrounding areas within a 35 miles radius. Their office environment is open plan, with a busy but friendly atmosphere.

You will be working within the support and installations team, providing 2nd line and 3rd line levels of service to clients. Primary technology focus is Microsoft 365 - but you will also be involved with (and must have strong interest in) supporting and implementing many other technologies such as Active Directory, Windows Server, Hyper-V, Networking, Firewalls, Managed WiFi, VoIP, Windows 11 and more. The role is customer facing, both over the phone and in person.

The role is primarily office based with site visits to their clients when required. Every day is different! You may spend some days purely on helpdesk duties, other days with a mixture of helpdesk and site visits to install PCs/laptops, wireless hardware, VoIP hardware, assist with Microsoft 365 migrations or on-site investigation into reported issues.

Managing your ticket queue, ownership of problems, and escalation of tickets are important on a day- to-day basis.

Ideal Candidate:

You must be self-motivated and an experienced support engineer, who has the right mindset to want to continue to learn and advance your technical knowledge. Preferably with a view to eventually taking on more project work or account management. You should be able to work on your own (sometimes under pressure for time or technical issues) but also as an important part of a small, friendly, team of engineers and office staff. The role is customer facing and representative of the Company, therefore your customer facing and liaison skills must be exceptional.

• 3 years minimum IT support experience dealing with multiple clients and/or sites. Preferably in a similar MSP environment.• Excellent customer service skills and experience.• Excellent understanding and support experience of Microsoft 365, Windows Server 2016- 2022, Active Directory, Windows 10/11, IP Networking, Firewalls, Broadband Services.• Full driving license and own vehicle.

Preferable Requirements:• Experience of hardware from Dell, Draytek, SonicWall and Ubiquiti.• Experience with VoIP technology

Benefits:• Initial 21 days holiday + Birthday extra day off + Bank Holidays• Free on-site parking• Bonuses paid for self-study Microsoft training• Pension• Private Healthcare (BUPA) after 12 months