2nd Line Support Engineer

Razorblue Group; Abbot's Salford; Hybrid; GBP 32,000 - 40,000; Full time

Benefits offered by this job

Hybrid working after probation

25 days holidays + public holidays + 5

Birthday off

£2000 Referral Scheme Bonus

Private Health Insurance

Life insurance

Cycle to Work

EV Scheme

Fully funded training

Job summary

Razorblue Group is seeking a 2nd Line Support Engineer to deliver high-quality remote and onsite technical support, ensuring SLAs and end-user satisfaction. You will mentor junior engineers, share knowledge, and contribute to continuous improvement while acting as a key contact in the Team Leader’s absence.

The role emphasizes customer-facing communication, strong technical breadth across Windows infrastructure, and a proactive approach to problem solving in a hybrid work environment across the

Qualifications

• Full UK driving license.
• Strong communication and relationship-building skills.
• Experience in corporate or MSP environments.
• Experience administering Microsoft AD, Exchange and Office 365.

Responsibilities

• Provide remote technical support for escalated 2nd line issues, diagnosing and resolving requests while meeting SLAs.
• Conduct onsite troubleshooting at client facilities when needed.
• Coach and mentor junior engineers, sharing expertise and driving improvements.
• Serve as point of contact and guide the team in the Team Leader's absence.

Skills

Strong communication

Relationship-building

Customer facing skills

English fluency

Education

CompTIA

Relevant Apprenticeship

Higher education

Degree or degree equivalent

Tools

Microsoft Active Directory

Exchange Server

Office 365

Veeam Backup & Replication

Azure AD Connect/Azure AD Sync

Job description

Razorblue Role

We are looking for a

• Providing exceptional remote technical support for cases which cannot be resolved by our 1st line Engineers– diagnosing issues, resolving requests, documenting incidents, ensuring SLAs are met, and delivering excellent end user experiences.
• Conducting onsite troubleshooting at client facilities as needed to address complex requests. Representing the company positively.
• Coaching and mentoring junior engineers by sharing technical expertise, collecting organisational knowledge, and identifying continuous improvements.
• Serving as point of contact and guiding team in Team Leader's absence.

2nd Line Support Engineer

We are looking for a 2nd Line Support Engineer to join our growing team of like-minded tech people. Should you choose to accept, your responsibilities will encompass:

• Providing exceptional remote technical support for cases which cannot be resolved by our 1st line Engineers– diagnosing issues, resolving requests, documenting incidents, ensuring SLAs are met, and delivering excellent end user experiences.
• Conducting onsite troubleshooting at client facilities as needed to address complex requests. Representing the company positively.
• Coaching and mentoring junior engineers by sharing technical expertise, collecting organisational knowledge, and identifying continuous improvements.
• Serving as point of contact and guiding team in Team Leader's absence.

Our perfect candidate should have a wealth of knowledge spanning various technologies and being able to use these skills to troubleshoot and deliver five star solutions that keep our clients happy is a must! Customer service is paramount to us, which is why we only look for candidates with excellent customer facing skills and the ability to communicate effectively. Your friendly tech-savviness will truly shine here.

Razorblue Requirements

• Full UK Driving License
• Strong communication, and relationship-building skills
• Experience of working in a corporate or MSP technology and environment.
• Administering Microsoft Active Directory, Exchange Server & Office 365
• Comp TIA, Relevant Apprenticeship or higher education
• Degree or degree equivalent qualifications is desirable
• People centric approach & service
• Competent with Windows desktop & application support
• Tablet and mobile device support
• Network troubleshooting incl. ping and trace route
• An understanding of razorblue's business, clients and the market it works in
• A good understanding of Veeam Backup & Replication
• Knowledge of Microsoft Group Policy
• An understanding of Microsoft Azure AD Sync and Azure AD Connect
• Excellent conversational fluency in English is required to clearly explain complex technical issues

Razorblue Gives

Working for an IT partner isn’t for the faint hearted, it requires drive, passion for technology, collaboration, and a drive to innovate.

If you want to learn more about the IT domain as a whole or specialise in one particular area, you can do that here. We are not looking for the most qualified people, but people who have a true drive to learn and a passion for the technology sector. Our learning and development opportunities, paired with our teams drive for learning, resulted in 34 promotions being granted in 2022.

We operate a hybrid working policy across most roles and often get asked why we haven’t made the decision to go fully remote… For us, natural learning opportunities are invaluable and office working enables this and has also inspired our collective culture of teamwork.

Our Other Benefits Include

• Base salary of £31,500.00 per annum depending on skills and knowledge
• Hybrid working - After probation, split time evenly between office and home
• 25 days holidays per annum + public holidays + the ability to purchase 10 more
• Your birthday off (Obviously!)
• £2000 Referral Scheme Bonus – if you know other techies that want to join us
• Enhanced maternity, paternity, adoption + Baby bonus (Family is important to us)
• Fully funded training and accreditations to expand your skillset
• Two paid charity volunteering days per year
• Discounted Broadband (Necessity)
• Life insurance
• Private Health Insurance with Vitality Health
• Quarterly team social fund
• Cycle to Work scheme
• Gear up with the latest tech toys through our partnership with Currys
• Cruise around in an eco-friendly electric car with our EV Scheme

Our story began in the early 2000’s with one employee, 17 year old, (now CEO) Dan. We’ve grown a bit since then, razorblue now has over 170 employees across the UK, 7 offices, 500 clients across the UK, and a trophy cabinet bursting with awards.

Our astonishing 35% year-on-year growth can be attributed to the powerful impact of the ongoing wave of digital transformation and to the dedication of our amazing team.

We stay ahead of the curve, adopting the latest technologies and working in partnership with industry leading suppliers.

Our Managed IT Services provide 24/7 proactive support for our clients with a specialist in-house service team based in the UK. We are all about finding expert technology solutions for complicated business problems using our unique and comprehensive, end-to-end product portfolio.

We have the best people working for us, and we want them to grow and flourish. We invest heavily in our internal teams giving them plenty of opportunities to develop and progress.

As a result of people development, our employees stick around. #teamrazorblue use their expertise in innovative ways to help our clients grow and succeed through new technologies.