2nd Line Support Engineer

Razorblue Group; Thornaby-on-Tees; Hybrid; GBP 30,000 - 35,000; Full time

Benefits offered by this job

Base salary £29,500

Hybrid working

25 days holidays

Birthday off

Referral scheme £2,000

Private Health Insurance

EV/Car scheme

Job summary

Razorblue Group in the United Kingdom is seeking a 2nd Line Support Engineer to join our tech team. You will diagnose and resolve complex IT issues, providing remote and onsite support while maintaining SLAs and delivering high-end user experiences.

You’ll mentor junior engineers, share knowledge, and help shape continuous improvements in a fast-moving MSP environment. A strong customer focus and fluent English are essential.

Qualifications

• Strong communication and customer-facing skills required.
• Experience in corporate or MSP tech environments preferred.
• Administering Microsoft AD, Exchange, and Office 365.
• Industry certifications (CompTIA, Apprenticeship or higher) are a plus.

Responsibilities

• Provide remote technical support for complex cases and meet SLAs.
• Perform onsite troubleshooting at client facilities as needed.
• Coach and mentor junior engineers and share knowledge.
• Act as point of contact in Team Leader's absence.

Skills

Communication

Customer service

Remote support

On-site support

Troubleshooting

Windows support

Networking basics

AD/Office 365

Azure AD Sync

Veeam backup

Azure AD Connect

English fluency

Driving licence

Education

CompTIA

Apprenticeship or higher education

Degree desirable

Tools

Active Directory

Exchange Server

Office 365

Group Policy

Azure AD Sync

Azure AD Connect

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.

• 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 £29,500per 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 VitalityHealth

• 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.