2nd Line Tech Support Liaison Specialist

Method IT Ltd.; United Kingdom; On-site; GBP 36,000 - 43,000; Full time

Job summary

Method IT Ltd. is looking for a Second Line Liaison Technical Support Analyst to join a busy Service Desk team in a Southend-on-Sea based MSP.

You will act as a point of escalation between first/second line engineers and the 3rd line/project engineering team, supporting customers with first and second line issues. You will report to the Service Desk Manager and work within a Microsoft-centric environment, covering remote and on-site tasks as part of a rotating schedule, with on-call requirements

Qualifications

• Experience with a PSA system.
• Strong problem-solving mindset and ability to work with initiative.
• Proven ability to document processes and procedures.
• Understanding of customer-led Service Level Agreements (SLAs).
• Exposure to Remote Desktop Services and Windows 10/11 Pro administration.
• Knowledge of Exchange Online administration and mailbox management.

Skills

PSA system experience

Problem solving

Process documentation

Customer SLA awareness

Powershell

Remote support tooling

Tools

Remote Desktop Services

Windows 10/11 Pro

Exchange Online

Microsoft Azure

Backup technologies (Datto/Acronis/Veeam)

Networking TCP/IP

Firewall knowledge

VOIP systems (Gamma Horizon, Teams)

Powershell

Remote Support Tools (ScreenConnect/LogMeIn/TeamViewer)

Job description

Method IT Ltd. is looking for a Second Line Liaison Technical Support Analyst to join a busy Service Desk team in a Southend-on-Sea based MSP.

You will act as a point of escalation between first/second line engineers and the 3rd line/project engineering team, supporting customers with first and second line issues. You will report to the Service Desk Manager and work within a Microsoft-centric environment, covering remote and on-site tasks as part of a rotating schedule, with on-call requirements