2nd/3rd Line Support Engineer

TSR Select; Basildon; Hybrid; GBP 28,000 - 45,000; Full time

Job summary

Managed Service Provider in Basildon is seeking a 2nd/3rd Line Support Engineer to act as escalation point for complex IT issues. You will handle remote support and onsite visits as required, across MS 365, Azure, Intune, and firewall technologies.

You'll configure and maintain network gear, troubleshoot connectivity, VPNs, VoIP, and security, mentor apprentices, and ensure SLAs are met while delivering excellent customer service.

Qualifications

• 4+ years' experience in a Managed Service Provider environment.
• Proven 2nd/3rd line IT support experience.
• Strong Windows operating system knowledge.
• Solid networking fundamentals (TCP/IP, DNS, DHCP, VLANs, VPNs).
• Hands-on firewall configuration and management.
• Excellent troubleshooting and documentation skills.
• Ability to work independently and in a team; strong communication.

Responsibilities

• Provide 2nd/3rd line technical support to customers remotely.
• Troubleshoot and resolve complex IT issues across a range of technologies.
• Configure, deploy, and maintain systems including switches, routers, firewalls, and wireless solutions.
• Support end-users with remote assistance and on-site visits as required.
• Ensure best practices in cyber security are implemented and maintained.
• Mentor apprentices within the support team and share knowledge.
• Collaborate with colleagues to meet SLAs.

Skills

Communication

Troubleshooting

Documentation

Team collaboration

Mentoring juniors

Prioritization

Tools

Microsoft 365

Azure

Intune

Firewalls

VPNs

Switches/Routers

Job description

Company: Managed Service Provider: 160+ Staff - Certifications Paid for

Location: Basildon (Hybrid)

My client is looking for a 2nd/3rd Line Support Engineer acts as an escalation point for complex technical issues (via remote support)

• Provide 2nd/3rd Line technical support to customers across a range of technologies.
• Support end-users with remote support by troubleshooting and resolving complex IT issues efficiently and professionally.
• Work with Microsoft 365, Azure, Intune, and firewall technologies.
• Configure, deploy, and maintain systems including switches, routers, firewalls, and wireless solutions.
• Troubleshooting networking, wi‑fi, connectivity, VoIP and security issues
• Taking part with on-boarding and setup work as new customers join
• Ensure best practices in Cyber Security are implemented and maintained.
• Travel to customers sites when required for onsite support and project work.
• Collaborate with colleagues to deliver excellent customer service and meet SLAs.
• Act as a mentor to the apprentices within the support team, providing guidance, training, and knowledge sharing.
• 4+ Years previous experience in an MSP environment.
• Proven experience in a 2nd line IT support role
• Good knowledge of Windows operating systems
• Networking fundamentals (TCP/IP, DNS, DHCP, VLANs, firewalls, VPNs).
• Hands‑on experience with firewall configuration and management.
• Strong personal skills, developing relationships and assisting with account management of customers.
• Good understanding and willingness to learn of Cyber Security principles and practices.
• Excellent troubleshooting and problem-solving skills.
• Ability to work independently and as part of a team.
• Good at creating and keeping documentation up to date.
• Ability to prioritise workload in a fast‑paced, SLA‑driven environment
• Excellent communicator and interpersonal skills