Technical Support Engineer (2nd Line)

AFP Technology; Leeds; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a rapidly expanding managed services provider in Leeds, where you can leverage your technical support experience to assist over 130 businesses. This role offers the opportunity to work with cutting-edge technologies in a friendly, collaborative environment. You'll be responsible for providing 2nd line IT support, managing your workload, and ensuring customer satisfaction. With a focus on employee well-being, this company offers flexibility and a supportive team culture, making it an ideal place for career growth and development. If you're passionate about technology and customer service, this position is perfect for you.

Benefits

20 days holiday + 8 bank holidays

Christmas week off

High spec company laptop

Company events / nights out

Employee assistance programme

Unlimited professional certifications & training

Access to discounts via Bright HR

Qualifications

• 3+ years of experience in technical support with a customer service focus.
• Strong verbal and written communication skills for troubleshooting.

Responsibilities

• Provide 2nd line IT support to over 130 businesses across Yorkshire.
• Manage customer expectations and ensure timely service delivery.

Skills

Technical Support

Customer Service

Troubleshooting Skills

Driving License

Microsoft Certifications

Cisco Certifications

Education

Professional Certifications

Tools

HyperV

VMware

Windows Server

Veeam

Acronis

3CX

Microsoft Intune

Job description

Direct message the job poster from AFP Technology

Our rapidly expanding managed services provider based in Leeds is looking to grow our technical team. The ideal candidate will already have MSP experience and will be familiar with all the relevant technologies. If you would like to come work on the IT front-line implementing the latest tech and working with a friendly team of professionals, then get in touch!

Responsibilities

• Provide 2nd line IT support to over 130 businesses across Yorkshire and beyond both remote and on site.
• To organise your own time and self-manage your workload, ensuring all time spent on a job is logged.
• Visit client’s sites as and when required.
• Acting as a route of escalation for less experienced team members.
• Managing customer expectations, giving realistic timeframes and advice.
• Occasional travel to London will be expected with all expenses paid.

Qualifications

• At least 3 years of experience in Technical support
• Customer service oriented
• Strong written and verbal troubleshooting skills
• Driving license and access to a vehicle
• Professional certifications (Microsoft, Cisco etc.)

Technical Knowledge

• Virtualisation - HyperV or VMware
• Windows Server - Active Directory, Group Policy, Shared Folders, Permissions, SQL
• Networking - DHCP, DNS, VPN, VLANs, Firewalls, TCP/IP, routers, leased lines
• Backup - Veeam, Acronis
• VoIP - 3CX
• RMM experience would be an advantage - helpdesk, ticketing, patch management, automation.

Desired Experience

• Cloud migrations - on premise to Azure, Office 365 etc.
• Microsoft Intune - management of corporate devices, central policies, auto-enrolment, security baselines etc.
• Cyber Essentials - completed CE applications for corporate customers.
• Firewall configuration, VPN setup etc.
• 20 days holiday + 8 bank holidays + 1 additional day per year.
• Christmas week off every year
• High spec company laptop
• Company events / nights out
• Bright HR employee portal with access to hundreds of discounts / offers.
• Employee assistance and wellbeing programme
• Unlimited professional certifications & training

About Us

We like to think we do a good job looking after our customers’ needs and supporting their businesses. There are many IT providers in the market who are providing poor service, so we are proud to be one of the good ones. We are looking for a strong addition to the team who can help us to grow whilst we continue to maintain this level of care.

Having started up in November 2019 during the height of the pandemic when many businesses we're struggling, we buckled down, worked hard and just got on with it. We learned how to grow during a difficult time when just getting an appointment to see someone, was hard enough. Now, we are thriving, with a team of 8, soon to be 10.

We are very friendly and open team, honesty and fairness is at the heart of everything we do. Unlike many IT providers, we are not just trying to empty the pockets of our customers. Our approach is to keep our customers happy, all of the time, not just when they first sign-up. Over 5 years we have only lost 3 clients which we believe is testament to our service level.

We want our team to stay with us for the long-term too, so we try to be flexible as an employer. This role is office-based, however, everything we do, all of the systems we use, are all 100% cloud-based. We have been careful since day one to ensure this so that our team can work from anywhere, anytime. Should you need to work from home some days, whether it's a doctors appointment or your child's school sports day, just give us a heads up.

Our company is part of a group, within our premises there is also a managed print provider, a software firm and a document management provider. Across the group there are around 50 staff. We all share communal areas and enjoy a good chin-wag. We also have group-wide social events throughout the year.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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