2nd Line Support Engineer - GBP 36000

Job Title: Tier 2 Service Engineer
Location: Chorley - 5 days per week (hybrid rota)
Salary: 32,000 - 36,000
Benefits: 25 days plus bank holidays

About the Role:

We are seeking a highly skilled Tier 2 Service Engineer to join our team. This role plays a crucial part in resolving escalated IT issues while providing advanced technical support to clients. Working in a fast-paced Managed Service Provider (MSP) environment, you will be responsible for diagnosing, troubleshooting, and resolving complex issues related to infrastructure, networking, servers, and business-critical applications.

This position requires in-depth technical expertise, strong problem-solving skills, and a collaborative approach, ensuring efficient and effective IT solutions for clients.

Hybrid Rota (3 x different weekly shifts)

- Office = 8:00am - 4:30pm
- Office = 8:45am - 5:30pm
- Work from home = 1:00pm - 9:00pm (Mon-Thurs) 9:00am - 1:00pm (Friday)

Key Responsibilities:

1. Technical Support & Troubleshooting
   Manage and resolve escalated tickets from Tier 1, covering servers, networking, and business-critical applications.
   Diagnose and resolve issues involving Windows Server, Office 365, Exchange, virtualization (VMware, Hyper-V), and cloud platforms.
   Provide both remote and on-site troubleshooting.
   Support and implement network infrastructure changes, including routers, switches, firewalls, and VPNs.
2. Incident & Problem Management
   Own and manage complex incidents from initial diagnosis to full resolution.
   Follow ITIL-aligned processes for escalation and management of incidents.
   Work with Tier 3 engineers for root cause analysis and long-term solutions.
   Participate in an On-Call Rota for out-of-hours incident response.
3. System Maintenance & Monitoring
   Perform regular system health checks on client infrastructure, including servers, networks, and backups.
   Implement preventive maintenance plans and updates to minimize downtime.
   Proactively monitor system alerts and mitigate risks.
4. Project Support
   Assist with IT infrastructure projects, such as server upgrades, cloud migrations, and network improvements.
   Support the onboarding of new clients, including hardware and software configuration.
5. Client Management & Communication
   Maintain clear and professional communication with clients regarding ticket progress and resolutions.
   Ensure a high standard of customer satisfaction through quality service delivery.
6. Documentation & Knowledge Sharing
   Maintain and update technical documentation, SOPs, and knowledge base articles.
   Provide technical guidance and mentorship to Tier 1 engineers.
7. Collaboration & Development
   Work closely with Tier 3 engineers to resolve advanced issues and contribute to long-term IT strategy.
   Stay up to date with emerging technologies and participate in training programs to develop your skills.

Key Skills & Experience:

Essential:

• Strong experience with Windows Server (2012, 2016, 2019), Active Directory, DNS, DHCP, and Group Policy.
• Advanced knowledge of Office 365 administration (Exchange Online, SharePoint, Teams, OneDrive).
• Experience in virtualization platforms (VMware, Hyper-V).
• Networking expertise: TCP/IP, VLANs, routing, firewalls (SonicWall, Cisco, Fortinet), VPNs.
• Experience with Microsoft Azure and/or AWS.
• Strong analytical and problem-solving skills.
• Excellent communication skills, able to explain technical concepts clearly.
• Ability to prioritize and manage multiple incidents efficiently.

Desirable:

• Experience with IT security best practices, firewall configurations, MFA, and anti-virus solutions.
• Knowledge of PowerShell scripting and automation tools.
• Familiarity with ITSM platforms (e.g., HaloPSA, ConnectWise, Autotask).
• Awareness of compliance standards (e.g., GDPR, ISO 27001).
• Relevant industry certifications: Microsoft Certified: Azure Administrator, MCSA, CompTIA Network+, Cisco CCNA, ITIL Foundation.

Why Join Us?

Opportunity to work in a dynamic MSP environment with a variety of projects and clients.
Career progression into specialized roles (Networking, Cybersecurity, Cloud Infrastructure) or Tier 3 Engineering.
Training and development opportunities to enhance your technical expertise.
Competitive salary and benefits package.

If you are passionate about IT, have a strong technical background, and are looking to take the next step in your career, we want to hear from you! Apply today!