Second Line Helpdesk Engineer

ZipRecruiter; King's Lynn; Hybrid; GBP 30,000; Full time

Job summary

A reputed recruitment platform is seeking a Second Line Helpdesk Engineer in King's Lynn, offering a salary of up to £30k per year. This role involves providing advanced technical support, troubleshooting complex issues, and administering user accounts. The ideal candidate should have strong knowledge of Microsoft 365, experience with Active Directory, and excellent communication skills. This hybrid position requires working 2 to 3 days a week and ensuring timely resolution of incidents.

Qualifications

• Strong knowledge of Microsoft 365 and operating systems (Windows, MacOS).
• Excellent communication and customer service skills.
• Ability to diagnose and resolve escalated incidents efficiently.

Responsibilities

• Provide advanced technical support to resolve complex hardware, software, and network issues.
• Troubleshoot, diagnose, and resolve issues within defined SLAs.
• Collaborate with colleagues and third-party vendors to maintain high service standards.

Skills

Troubleshooting hardware, software, and network issues

Strong knowledge of Microsoft 365 and operating systems

Excellent communication and customer service skills

Experience with Active Directory administration

Familiarity with network protocols (TCP/IP, DNS, DHCP)

Basic scripting skills (PowerShell or similar)

Understanding of cloud technologies (Azure, AWS)

Knowledge of remote access tools

Education

Certifications such as CompTIA A+, Microsoft MTA, or ITIL Foundation

Job description

Overview

Second Line Helpdesk Engineer

Up to £30k per year

Kings Lynn (Norfolk)

Hybrid (2 to 3 days a week)

A Second Line Helpdesk Engineer provides advanced technical support to resolve complex hardware, software, and network issues for end users. They troubleshoot and diagnose problems, often working on escalated incidents from first-line support, ensuring timely resolution within SLAs. They support various operating systems like Windows and MacOS, as well as business-critical applications such as Microsoft 365. Additionally, they administer user accounts, network protocols, and remote access tools, collaborating with colleagues and third-party vendors to maintain high service standards.

Responsibilities

• Provide advanced technical support to resolve complex hardware, software, and network issues for end users, including escalated incidents from first-line support.
• Troubleshoot, diagnose, and resolve issues within defined SLAs to minimize downtime.
• Support operating systems (Windows and MacOS) and business-critical applications such as Microsoft 365.
• Administer user accounts, network protocols, and remote access tools.
• Collaborate with colleagues and third-party vendors to maintain high service standards.

Technical Skills & Qualifications

• Troubleshooting hardware, software, and network issues
• Strong knowledge of Microsoft 365 and operating systems (Windows, MacOS)
• Experience with Active Directory administration
• Familiarity with network protocols (TCP/IP, DNS, DHCP)
• Excellent communication and customer service skills
• Ability to diagnose and resolve escalated incidents efficiently
• Knowledge of remote access tools and remote support
• Basic scripting skills (PowerShell or similar) (desirable)
• Understanding of cloud technologies (Azure, AWS) (desirable)
• Certifications such as CompTIA A+, Microsoft MTA, or ITIL Foundation (desirable)

Please apply through the usual channels or contact the provided email for questions.