2Nd Line Support Engineer

Surftech It; Stourport-on-Severn; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Health Cash Plan

Contributory pension

Regular company events

22 days holiday

Job summary

Surf Tech IT Ltd is recruiting a 2nd Line Support Engineer to provide remote and phone-based IT support across UK customers. You will diagnose issues, document solutions, and ensure incidents are resolved with high customer satisfaction.

Ideal candidates have MSP service desk experience, strong communication skills, and a proactive approach to expanding technical knowledge in a fast-paced team environment.

Qualifications

• Experience in a Service Desk or Helpdesk MSP environment.
• Excellent customer service and relationship-building skills.
• Strong verbal and written communication; able to articulate technical issues clearly.
• Ability to manage competing priorities in a fast-paced setting.
• Willingness to learn and expand technical knowledge.
• Team player with a proactive, detail-oriented approach.

Responsibilities

• Provide remote and phone-based technical support to customers.
• Diagnose and resolve technical issues across customer environments.
• Create and maintain knowledge base articles and technical documentation.
• Record incidents, requests and changes accurately and manage through to resolution.
• Deliver high standards of service and maintain customer satisfaction.
• Collaborate with colleagues to share knowledge and drive service improvements.

Skills

Customer service

Communication

Team player

Problem solving

Tools

MS 365

Active Directory

Kaseya

Datto

Azure

Job description

2nd Line Support Engineer Surftech IT

Stourport-on-Severn, England, GB

Surf Tech IT Ltd is a fast-growing Managed Service Provider delivering IT support and VoIP solutions to businesses across the UK. Following a sustained period of growth and continued investment in our services, we are looking for exceptional individuals to join our team and help shape the next stage of our journey.

We are passionate about technology, customer service, and developing our people. If you're looking for an opportunity to grow your career in a supportive, forward-thinking business, we'd love to hear from you.

The successful candidate will have a strong technical foundation, excellent problem-solving skills, and a commitment to delivering outstanding customer service.

Key Responsibilities

• Provide remote and telephone-based technical support to customers.
• Diagnose and resolve technical issues across a range of customer environments.
• Create and maintain knowledge base articles and technical documentation.
• Ensure all incidents, requests, and changes are recorded accurately and managed through to resolution.
• Deliver a high standard of service, maintaining excellent customer satisfaction levels.
• Collaborate with colleagues to share knowledge and contribute to continuous service improvement.

Requirements

We are seeking a motivated and customer-focused IT professional with experience working in a Service Desk or Helpdesk environment. The successful candidate will demonstrate:

• Previous experience providing IT support within an MSP Service Desk environment.
• A passion for delivering exceptional customer service and building positive customer relationships.
• Excellent verbal and written communication skills.
• Strong troubleshooting and problem-solving abilities.The ability to manage competing priorities and work effectively in a fast-paced environment.
• A proactive and self-motivated approach, with excellent attention to detail.
• The ability to remain calm and professional under pressure.
• A willingness to learn, develop new skills, and expand technical knowledge.
• A strong team player committed to supporting colleagues and contributing to shared success.

Essential Technical Skills

• Good working knowledge of Microsoft 365, including Entra ID, SharePoint, and Intune.
• Experience supporting and administering Active Directory environments.
• Ability to produce clear, accurate, and concise technical documentation.
• Understanding of IT security best practices and technologies, including Next Generation Firewalls.
• Experience supporting Windows Desktop and Server operating systems.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and Wi-Fi.
• Experience providing support to the education sector.
• Experience working within a Managed Service Provider (MSP) environment.

Experience with the Kaseya and/or Datto technology stack.

• Experience with Microsoft Azure.
• Knowledge of backup and disaster recovery solutions.

Competitive Salary with regular reviews

22 days holiday per year plus bank holidays (increases after 3 years)

Contributory pension scheme (after 3-months)

Health Cash Plan (after probation)

Regular company events

Permanent