2nd Line Support Engineer - Night Shift

Razorblue Group Ltd; Thornaby-on-Tees; On-site; GBP 28,350 - 34,650; Full time

Benefits offered by this job

Night shift allowance

Hybrid work

Private health insurance

Life insurance

Birthday off

Job summary

Razorblue Group Ltd is seeking a 2nd Line Support Engineer for night shifts to ensure smooth transitions between nights and days. You will triage cases, provide remote and onsite support, and maintain high customer satisfaction while representing Razorblue positively.

The role emphasizes mentoring junior engineers, sharing knowledge, and driving continuous improvement. A strong focus on customer service, English fluency, and technical breadth is required, with a hybrid working policy across most

Qualifications

• Excellent customer facing skills and clear English communication.
• Experience in corporate or MSP technology environments preferred.
• Administering Microsoft Active Directory, Exchange Server & Office 365.
• CompTIA, relevant apprenticeship or higher education.
• Degree or degree equivalent qualifications desirable.
• People-centric approach & service.
• Competent with Windows desktop & application support.
• Knowledge of Microsoft Group Policy and Azure AD Sync/Connect.

Responsibilities

• Provide remote technical support for escalated cases, diagnose issues, resolve requests, log incidents, meet SLAs, and ensure end-user satisfaction.
• Conduct onsite troubleshooting at client facilities as needed and maintain a positive representation of Razorblue.
• Coach and mentor junior engineers, share knowledge, and identify continuous improvements.
• Act as point of contact and guide the team in the Team Leader's absence.

Skills

Strong communication

Customer service

English fluency

Education

CompTIA certification

Degree or higher

Tools

Active Directory

Exchange Server

Office 365

Veeam Backup

Azure AD Connect

Azure AD Sync

Group Policy

Job description

razorblue role:

We are looking for a 2nd Line Support Engineer - Night Shift to join our growing team of like-minded tech people. Whilst working the night shift you will ensure a smooth transition between nights to days, ensuring that cases are correctly triaged whilst ensuring a great customer experience. 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.

• 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

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 £31,500per annum depending on skills and knowledge + £7,000 night shift allowance

• 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.