2nd Line Support Engineer

2nd Line Support EngineerPaddock Wood Up to £35,000 Monday to Friday, 8:30am5:30pm Overtime paid for additional project workDo you enjoy getting to the bottom of technical issues rather than simply passing them on?Are you ready to take greater ownership of escalated support queries and project work?Would you like to join a friendly, collaborative team where your contribution is recognised and your technical skills can continue to develop?If so, this could be a great next step.We are recruiting for a well-established and steadily growing Managed Service Provider based in Paddock Wood. As the business continues to welcome new customers, they are looking for an experienced 2nd Line Support Engineer to join their service desk team.This is a varied position where you will provide both remote and onsite support, act as an escalation point for 1st Line engineers and assist with technical installations and customer projects.What You Will Be DoingProviding 2nd Line remote and onsite technical support to a wide range of customersActing as an escalation point for the 1st Line support teamInvestigating and resolving technical issues within agreed SLAsAssisting with installations, migrations and project workPrioritising and managing your own support ticketsCreating and maintaining clear technical documentationCommunicating with customers throughout the resolution processContributing to the out-of-hours rota when requiredWhat They Are Looking ForIdeally, you will already have experience working within an MSP, IT service provider or busy technical support environment.You will also need:Previous experience providing support at 2nd Line levelStrong troubleshooting and problem-solving skillsA confident and professional approach to customer communicationThe ability to manage competing priorities and take ownership of technical issuesA willingness to support colleagues and share technical knowledgeA full UK driving licence for occasional customer site visitsYou should have experience across most of the following technologies:Microsoft 365 and SharePointWindows desktop operating systemsWindows ServerActive Directory and Group PolicyMicrosoft AzureHyper-V and VMwareNetworking, including switches, routers, firewalls, DHCP and DNSWatchGuard firewalls or similar security technologiesAntivirus and endpoint securityPrinters and peripheral devicesMicrosoft OfficeExperience supporting older or legacy Microsoft environments would also be useful.What Is in It for You?This is a company that genuinely values its people and wants employees to build a long-term career within the business.You can expect:A salary of up to £35,000, depending on experiencePaid overtime for additional project workAnnual salary reviewsChristmas bonusesPaid technical training and developmentClear progression opportunities, with salary growth as your skills developSupport and flexibility when family commitments ariseA friendly, positive and team-focused working environmentA workplace where achievements are recognised and the occasional pizza-fuelled afternoon keeps things enjoyableThis would suit an experienced 2nd Line Support Engineer who enjoys variety, wants to continue developing technically and would value being part of a supportive and growing MSP.TPBN1_UKTJ