2nd Line IT Support Engineer

MFK Recruitment; City Of London; Hybrid; GBP 28,000 - 35,000; Full time

Job summary

A reputable recruitment agency is seeking a 2nd Line IT Support Engineer to join a dynamic organization. The role offers hybrid working, with 4 days remote and 1 day on-site in Hounslow. Candidates should have at least 2 years of experience in a customer-facing IT support role, particularly within the education sector. This position offers the opportunity to grow within a supportive company culture.

Qualifications

• 2+ years of experience in an IT support role, preferably with an MSP or in education.
• Must have a full, clean driving licence and access to a vehicle.

Responsibilities

• Provide Level 2 technical support for servers, networks, and desktops.
• Manage incidents escalated from 1st Line Engineers.
• Deliver high-quality support to both internal and external customers.

Skills

2+ years experience working for an MSP or within the education sector

Experience in a customer-facing IT support role

Microsoft Windows platforms and applications

Microsoft Exchange and Windows Server

Active Directory

Firewalls, routers, and VPNs

Microsoft 365

Network switches

Job description

2nd Line IT Support Engineer

Hybrid Working - 4 days remote, 1 day on-site (Hounslow)

We have an exciting opportunity for a 2nd Line IT Support Engineer to join a well-established and ambitious organisation.

MFK Recruitment has successfully placed 45 IT professionals with this company over the past five years, with 31 still working there today. The company is committed to helping its employees grow and progress, and many of our candidates have advanced quickly within the business.

Key Responsibilities

• Provide Level 2 technical support for servers, networks, and desktops, resolving issues efficiently and aiming for first-time fixes.
• Manage incidents and problems escalated from 1st Line Engineers.
• Deliver high-quality support to both internal and external customers.
• Offer solutions or workarounds while ensuring customer SLAs are met and escalating concerns when necessary.
• Prioritise, document, and resolve tickets according to agreed service levels.
• Maintain and develop the team s knowledge base, sharing information to improve support.
• Record accurate time entries using Autotask.
• Support customers remotely and provide on-site assistance when required.

Requirements

This is a hybrid role with 4 days working remotely and 1 day per week onsite at a school in Hounslow, London, with occasional visits to other client schools. A full, clean driving licence and access to your own vehicle are required.

Skills and Experience

• 2+ years experience working for an MSP or within the education sector.
• Experience in a customer-facing IT support role.
• Microsoft Windows platforms and applications
• Microsoft Exchange and Windows Server
• Active Directory (including sites and services configuration)
• Firewalls, routers, and VPNs
• Microsoft 365 (account creation, troubleshooting, AD sync, etc.)
• Network switches (installation, VLAN setup, troubleshooting)