Senior 2nd/3rd Line IT Support Engineer - Hybrid MSP

TSR Select; Basildon; Hybrid; GBP 28,000 - 45,000; Full time

Job summary

Managed Service Provider in Basildon is seeking a 2nd/3rd Line Support Engineer to act as escalation point for complex IT issues. You will handle remote support and onsite visits as required, across MS 365, Azure, Intune, and firewall technologies.

You'll configure and maintain network gear, troubleshoot connectivity, VPNs, VoIP, and security, mentor apprentices, and ensure SLAs are met while delivering excellent customer service.

Qualifications

• 4+ years' experience in a Managed Service Provider environment.
• Proven 2nd/3rd line IT support experience.
• Strong Windows operating system knowledge.
• Solid networking fundamentals (TCP/IP, DNS, DHCP, VLANs, VPNs).
• Hands-on firewall configuration and management.
• Excellent troubleshooting and documentation skills.
• Ability to work independently and in a team; strong communication.

Responsibilities

• Provide 2nd/3rd line technical support to customers remotely.
• Troubleshoot and resolve complex IT issues across a range of technologies.
• Configure, deploy, and maintain systems including switches, routers, firewalls, and wireless solutions.
• Support end-users with remote assistance and on-site visits as required.
• Ensure best practices in cyber security are implemented and maintained.
• Mentor apprentices within the support team and share knowledge.
• Collaborate with colleagues to meet SLAs.

Skills

Communication

Troubleshooting

Documentation

Team collaboration

Mentoring juniors

Prioritization

Tools

Microsoft 365

Azure

Intune

Firewalls

VPNs

Switches/Routers

Job description

Managed Service Provider in Basildon is seeking a 2nd/3rd Line Support Engineer to act as escalation point for complex IT issues. You will handle remote support and onsite visits as required, across MS 365, Azure, Intune, and firewall technologies.

You'll configure and maintain network gear, troubleshoot connectivity, VPNs, VoIP, and security, mentor apprentices, and ensure SLAs are met while delivering excellent customer service.