2nd Line IT Support Engineer - MSP & Microsoft 365 Expert

AWD online

Redditch

On-site

GBP 30,000 - 33,000

Full time

10 days ago

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Benefits offered by this job

23 days holiday

Company pension

Training & development

Job summary

AWD online in Redditch is seeking a motivated 2nd Line IT Support Engineer to join our expanding MSP team. You will provide hands-on technical support across varied client environments, resolving escalated incidents and requests while delivering excellent customer service.

You’ll work with Windows 10/11, Microsoft 365 (Exchange Online, Teams, SharePoint and OneDrive), Active Directory and Entra ID; troubleshoot networking (DNS, DHCP, VPN) and hardware issues; and support migrations, deployments

Qualifications

Previous experience in a 1st/2nd Line or 2nd Line IT support role.
MSP experience would be ideal.
Strong experience supporting Windows 10/11 environments.
Good working knowledge of Microsoft 365 and its core services.
Experience with Active Directory and/or Microsoft Entra ID.
A good understanding of networking fundamentals, including DNS, DHCP, TCP/IP and VPNs.
Experience troubleshooting hardware, software and connectivity problems.
Experience working to SLAs and prioritising a busy support queue.
Experience supporting Mac devices.
A customer-focused approach with the ability to explain technical issues clearly to non-technical users.
Excellent communication skills and ability to work in a team.

Responsibilities

Provide 2nd Line IT support across a diverse range of clients and environments.
Resolve escalated incidents and service requests within SLAs.
Support Microsoft 365 services including Exchange Online, Teams, SharePoint and OneDrive.
Troubleshoot hardware, software, networking and user-access issues.
Assist with migrations, upgrades, deployments and system improvements.
Maintain up-to-date client documentation and knowledge bases.
Guide and support 1st Line colleagues when appropriate.