2nd Line Engineer

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Job Title: 2nd Line Engineer
Location: Middlesbrough (full-time onsite)
Salary: £30,000 - £35,000
Industry: MSP

About the Company

Our client, a well-established and growing managed service provider based in Middlesbrough, is seeking an experienced and proactive 2nd Line Engineer to join their dynamic support team. This is a fantastic opportunity to work in a fast-paced environment where you'll be exposed to a wide range of technologies and have the chance to develop your technical skills while providing exceptional customer support.

Role Overview

As a 2nd Line Engineer, you will be responsible for providing advanced technical support to clients, resolving escalated issues, and ensuring the smooth operation of IT systems. You will play a crucial role in diagnosing and troubleshooting complex technical problems while maintaining excellent customer service standards.

Key Responsibilities

1. Technical Support: Provide 2nd line support to clients, troubleshooting hardware, software, and network issues.
2. Incident Management: Resolve escalated incidents efficiently, ensuring minimal disruption to business operations.
3. Systems Administration: Manage and maintain Windows Server environments, Active Directory, and Microsoft 365.
4. Network Management: Monitor and troubleshoot network infrastructure, including routers, switches, and firewalls.
5. User Support: Assist end-users with technical queries, offering remote and on-site support as needed.

Key Skills & Experience

• Minimum of 2 years' experience in a 2nd Line Engineer or similar IT support role.
• Strong knowledge of Windows Server, Active Directory, and Microsoft 365 administration.
• Experience with networking technologies, including TCP/IP, DNS, DHCP, and VPNs.
• Familiarity with firewalls, routers, and switches (preferably Cisco or Fortinet).
• Strong troubleshooting skills, with a methodical and analytical approach to problem-solving.
• Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users.
• Experience with remote desktop tools and ticketing systems.