2nd Line Support Engineer

Razorblue Group Ltd; Bristol; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A technology solutions company is looking for a 2nd Line Support Engineer in Bristol. The role includes providing exceptional technical support, mentoring junior engineers, and ensuring client satisfaction through effective communication. Ideal candidates possess strong troubleshooting abilities and experience in a corporate technology environment. This position offers a competitive salary of £31,500 along with hybrid working options, 25 days holiday, and various employee benefits.

Benefits

Base salary of £31,500

Hybrid working

25 days holiday + public holidays

Your birthday off

£2000 Referral Scheme Bonus

Fully funded training and accreditations

Discounted Broadband

Life insurance

Private Health Insurance

Cycle to Work scheme

Qualifications

• Ability to provide remote technical support and troubleshoot issues.
• Experience in a corporate or MSP technology environment.
• Excellent spoken and written English for communication.

Responsibilities

• Provide exceptional remote and onsite technical support.
• Coach and mentor junior engineers.
• Ensure compliance with SLAs and maintain documentation.

Skills

Strong communication skills

Customer service orientation

Technical troubleshooting

Relationship-building skills

Windows desktop support

Network troubleshooting

Microsoft Azure AD understanding

Education

Comp TIA certification

Relevant Apprenticeship or higher education

Tools

Microsoft Active Directory

Exchange Server

Office 365

Veeam Backup & Replication

Job description

Razorblue role:

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:

We know its unrealistic to find someone who ticks all of these boxes (extra points if you do), which is why we seek those eager to develop over time through our development resources and peer learning. If this aligns with your own growth mindset, we would love you to apply.

• 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
• 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

Continuous learning and development are central to our culture, and we heavily invest in elevating our people, not just hiring those already at an expert level.

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 per annum depending on skills and knowledge
• Hybrid working
• 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

We're committed to creating an inclusive and accessible recruitment process. Please don't hesitate to reach out if you require any reasonable adjustments to participate in our application or interview process. We're here to support you.

Agencies / Recruiters Please Note:

To maintain an efficient and direct application process, we ask that recruitment agencies refrain from contacting us regarding our vacancies. We encourage individual candidates to apply directly through our website, as it enables us to manage our hiring process more effectively. Razorblue does not accept unsolicited speculative CVs.

We take no liability for fees or commissions if hiring someone who applied directly or was sourced through other means. Any emailed DISCLAIMERS indicating otherwise will not supersede this policy. Candidates must be submitted only in response to specific requisitions from our talent acquisition team.

Your cooperation in this matter is greatly appreciated and contributes to our efforts in finding the best possible fit for our team. Rest assured; we'll reach out if we ever need assistance from agencies. Thanks for understanding!