Second Line Support Engineer

ZipRecruiter; London; On-site; GBP 35,000 - 40,000; Full time

Job summary

An established industry player in the heart of London is seeking a skilled 2nd Line Support Engineer to enhance their dynamic team. This role is pivotal in delivering exceptional support to clients, focusing on complex issues and ITIL processes. The ideal candidate will have a strong background in managed services and a customer-centric approach, ensuring that client needs are met with efficiency and professionalism. With a focus on networking protocols, cloud technologies, and advanced troubleshooting, this position offers an exciting opportunity to work in a collaborative environment that values innovation and expertise.

Qualifications

• Proven experience in a Managed Service Provider environment.
• Strong troubleshooting skills for Microsoft Server and Desktop OS.

Responsibilities

• Provide support for complex customer tickets in a B2B environment.
• Apply ITIL principles to enhance IT operations effectively.

Skills

Managed Services Experience

Networking Protocols (TCP/IP, DNS, DHCP)

ITIL Framework Proficiency

Microsoft 365 Expertise

Advanced Troubleshooting

Virtualization (Hyper-V, VMware)

Security Best Practices

Tools

Microsoft 365

Azure IaaS

Active Directory

Intune

Hyper-V

VMware

Job description

Job Description

My client a leading MSP in the City of London are looking for an experience '2nd Line Support' to join them on a permanent basis. The 2nd Line Support Engineer will be responsible for providing support to customers for the more complex and challenging tickets. You will be involved in various ITIL processes including problem, change, knowledge, and configuration management.

This candidate MUST have experience working for an MSP previously and must be someone who is very customer centric and people orientated.

Job Title: 2nd Line Support

Salary: £35,000 - £40,000

Location: London (5 Days Onsite)

Job Type: Permanent

Start: ASAP

Required Skills and Experience:

• Proven Experience in Managed Services: Demonstrated ability to support multiple clients within a B2B environment
• In-depth knowledge of networking protocols (TCP/IP, DNS, DHCP) and configurations (VLANs, VPNs, firewalls)
• ITIL Framework Proficiency: Practical application of ITIL principles to streamline IT operations
• Cloud Expertise: Hands-on experience with Microsoft 365 (E3, E5, EMS) and Azure IaaS
• Proficiency in core Microsoft services: Exchange, SharePoint, Teams, Active Directory, Entra ID, Intune, Autopilot
• Advanced Troubleshooting: Expert-level troubleshooting skills for Microsoft Server and Desktop Operating Systems
• Virtualization and Backup: Experience with Hyper-V and/or VMware virtualization environments
• Knowledge of enterprise backup and recovery solutions
• Security-Focused: Strong understanding of security best practices and their implementation

If you are interested in this position and have prior experience working in an Managed Service Environment then please send in your application.