Second Line Helpdesk Engineer

The Bridge IT Recruitment; King's Lynn and West Norfolk; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A leading IT recruitment firm is looking for a Second Line Helpdesk Engineer in King's Lynn. This role involves providing advanced technical support to resolve complex hardware, software, and network issues. The ideal candidate will have strong knowledge of Microsoft 365 and operating systems, excellent troubleshooting skills, and a customer service mindset. This hybrid position offers flexibility with 2 to 3 days per week working from home.

Qualifications

• Strong technical skills in diagnosing hardware, software, and network issues.
• Experience working with user accounts and network protocols.
• Excellent communication and problem-solving skills.

Responsibilities

• Provide advanced technical support for complex IT issues.
• Troubleshoot and resolve software, hardware, and network problems.
• Collaborate with colleagues and vendors to maintain service standards.

Skills

Troubleshooting hardware, software, and network issues

Strong knowledge of Microsoft 365 and operating systems

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)

Understanding of cloud technologies (Azure, AWS)

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

Job description

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.

Technical Skills Needed:

• 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 or email for any questions.