Second Line Support Engineer

JR United Kingdom; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player in the heart of London is seeking a dedicated 2nd Line Support Engineer to enhance their team. This role focuses on delivering exceptional support to clients, ensuring smooth IT operations through effective problem-solving and ITIL processes. The ideal candidate will have a strong background in managed services, showcasing expertise in networking protocols and cloud solutions, particularly with Microsoft 365 and Azure. Join a collaborative environment where your contributions will directly impact client satisfaction and operational efficiency.

Qualifications

• Experience in Managed Services supporting multiple clients.
• Proficient in ITIL principles for IT operations.

Responsibilities

• Provide support for complex customer tickets.
• Involved in ITIL processes including problem and change management.

Skills

Managed Services Experience

Networking Protocols (TCP/IP, DNS, DHCP)

ITIL Framework

Microsoft 365

Azure IaaS

Microsoft Services (Exchange, SharePoint, Teams)

Advanced Troubleshooting

Virtualization (Hyper-V, VMware)

Security Best Practices

Job description

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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

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.