2nd Line IT Engineer

Redsquid; Borehamwood; On-site; GBP 30,000 - 50,000; Full time

Job summary

An innovative provider of technology services is seeking a dedicated 2nd Line IT Engineer to join their team in Borehamwood. In this role, you will tackle a variety of IT issues, ensuring customer satisfaction through effective problem-solving and support. With a focus on collaboration and innovation, you'll work closely with both customers and team members to maintain backend systems and enhance service delivery. This position offers an exciting opportunity to grow your skills in a dynamic environment while contributing to the success of the organization. If you're passionate about technology and customer service, this role is perfect for you.

Benefits

Annual leave starting at 24 days

Additional day off for your birthday

Private health and dental insurance

Pension scheme

Gym membership

Flexible working options

Qualifications

• Minimum 2 years in a 2nd Line technical support role.
• Experience supporting remote users across various businesses.

Responsibilities

• Diagnose and resolve IT issues remotely for customers.
• Build, install, configure, and troubleshoot hardware and software.

Skills

2nd Line Technical Support

M365 Platform

Microsoft Office Products

Office 365 Exchange

Active Directory

Server Management

Azure VM

Intune

Hyper-V

Job description

Redsquid, Borehamwood, England, United Kingdom

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Location: Borehamwood, Hertfordshire

Type: Permanent, Full-time

Hours: Monday to Friday, 37.5 hours per week

Start date: As soon as possible

About Redsquid

We believe in challenging the status quo and making a difference through technology. Redsquid is an innovative provider of IoT, voice & data, cyber, IT, cloud, and technology services. Our mission is to enhance our customers' productivity, efficiency, and agility with scalable solutions that drive success.

Role Overview

This is an office-based role in Borehamwood. You will be responsible for resolving a variety of IT issues, some straightforward and others requiring investigation and problem-solving. We value passion, innovation, integrity, and exceptional teamwork. The role involves handling customer IT support issues, maintaining backend systems, and supporting project delivery.

Key Responsibilities

1. Diagnose and resolve IT issues remotely for customers.
2. Build, install, configure, and troubleshoot hardware and software.
3. Act as escalation point for 1st line engineers.
4. Keep backend systems updated.
5. Ensure accuracy of customer information and documentation.
6. Provide proactive advice on best practices.
7. Support project delivery as needed.
8. Develop skills and share knowledge within the team.
9. Meet response and resolution SLAs.
10. Occasionally visit customer sites for installs or onsite support.

Desired Outcomes

1. Positive customer feedback.
2. First-time resolution of issues whenever possible.
3. Response and fix times within SLAs.
4. Strong customer relationships.

Experience & Skills

1. Minimum 2 years in a 2nd Line technical support role, with overall 5+ years in technical support.
2. Experience supporting remote users across various businesses.
3. Proficiency with M365 platform and Microsoft Office products.
4. Experience with Office 365 Exchange, SharePoint, Intune, Azure VM, AVD, Server Management, Active Directory, Hyper-V, ADConnect.

Benefits

We offer a comprehensive benefits package, including:

• Annual leave starting at 24 days, increasing with service.
• Additional day off for your birthday.
• Holiday buy/sell scheme.
• Private health and dental insurance, eye care, pension scheme, staff incentives, casual dress, company events, free parking, gym membership, on-site parking, medical insurance, referral program, sick pay, wellness programs, and flexible working options.

Additional Information

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industry: IT Support and Services

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