2nd line Helpdesk Engineer
Description✓Job Description:
✓Job Title: 2nd line helpdesk engineer [ Required ASAP]
✓Job Type: Full time , permanent
✓Salary: 28-38k per annum
✓Benefits: Annual performance based bonus scheme.
✓Holidays 28 days inc BHs and company pension scheme.
✓Hours: 37.5 per week
✓We are an MSP driven by the desire to improve the IT environments of SMEs.
✓We take great care in choosing our clients and strive to build trusted relationships in order to
✓make a better IT future for everyone. Our friendly team work hard but we have created a
✓relaxed, positive atmosphere in which you will enjoy coming to work.
✓We are seeking a 2nd Line Helpdesk Engineer to bring their expertise of
✓modern desktop and cloud solutions to our technical support and implementation team. As as
✓member of the Tech Services Team, you will be responsible for providing 2nd line support to
✓our customer base and assisting with project delivery. You will be responsible for resolving
✓technical issues, and for helping our customers to maximise their IT investment through
✓effective utilization. You will also work with the back-office team and Service Delivery
✓Manager to help shape and deliver a first-class user experience.
✓Key responsibilities:
✓To be a confident, active member of our Service Team providing effective support to our
✓clients.
✓Take ownership of technical escalation, follow established escalation process for critical or
✓high priority issues.
✓Provide hardware support and installation services, including: PCs, servers, networking,
✓firewalls and security, WAN/VPN, and back-up and disaster recovery
✓Provide software installation and support, including: Windows 10/11, Active Directory,
✓Windows Server, Office 365 [support, admin, and migration]
✓Deliver Microsoft 365 migration, configuration, optimisation, and support, including AAD,
✓Intune and Autopilot
✓Proactive server and network monitoring and reporting
✓Backup monitoring and reporting, design and implementation of disaster recovery solutions
✓Work with the Sales Team to translate end user and business requirements into technical
✓solutions
✓Deliver key technology projects, implement new customer projects, onboard support clients
✓Create and update support documentation, contribute to and improve internal knowledgebase
✓and asset register
✓Skills Required:
✓A minimum of 3 years proven experience in a technical support / NOC environment,
✓preferably for an MSP
✓• Working knowledge of a helpdesk ticketing system and experience of working within
✓contracted SLAs
✓Experience of troubleshooting technical issues including hardware, software, networking, and
✓connectivity
✓Expert knowledge of Microsoft 365, networking, backup, anti-virus, mail filtering
✓A good understanding of Microsoft Azure Services including Active directory and Endpoint
✓management
✓Experience of automated application and device deployment, especially Autopilot
✓Understanding of Modern Authentication methods including Azure MFA, Single Sign on and
✓SAML .
✓Good working knowledge of data security and protection/Cyber Security knowledge
✓Clean driving licence, own car
✓Desirable skills/knowledge:
✓Experience of using ConnectWise /IT Glue /Continuum / BrightGauge
✓Knowledge of Fortinet firewalls [configuration and troubleshooting]
✓ • Knowledge of Datto backup and disaster recovery [configuration and troubleshooting]
✓ • Virtualisation/virtual server support [VMWare/Hyper-V]
✓Qualifications/Certifications
✓• GCSE English and Maths A*-C/4-9 or level 2 equivalents
✓• The following technical certifications would be advantageous: Microsoft, Fortinet, Cisco,
✓CompTIA, ITIL
✓We also need you to be:
✓Well-spoken and presentable
✓• Reliable, honest, and open minded
✓Enthusiastic and ready for a challenge
✓Able to work under pressure and under your own initiative
✓Able to demonstrate excellent oral and written communication skills, with both a technical and
✓non-technical audience
✓• Level-headed, calm and clear thinking
✓Why apply for this position?
✓We are focussed on our people. For the right person, this is a great opportunity to influence
✓team operations and define your role in the business. You'll thrive in our supportive and
✓collaborative culture.
✓• You will be working in a growing team with the opportunity to influence how it operates
✓ • This role is varied and exciting, and allows for future progression
✓The hours are sociable, and we pride ourselves on our friendly team environment
✓You will get your birthday off, and we hold regular social events
✓Continuing Professional Development is part of our culture. You will be encouraged to
✓develop and improve your skills through industry certifications and other relevant training Show more →
✓Job Title: 2nd line helpdesk engineer [ Required ASAP]
✓Job Type: Full time , permanent
✓Salary: 28-38k per annum
✓Benefits: Annual performance based bonus scheme.
✓Holidays 28 days inc BHs and company pension scheme.
✓Hours: 37.5 per week
✓We are an MSP driven by the desire to improve the IT environments of SMEs.
✓We take great care in choosing our clients and strive to build trusted relationships in order to
✓make a better IT future for everyone. Our friendly team work hard but we have created a
✓relaxed, positive atmosphere in which you will enjoy coming to work.
✓We are seeking a 2nd Line Helpdesk Engineer to bring their expertise of
✓modern desktop and cloud solutions to our technical support and implementation team. As as
✓member of the Tech Services Team, you will be responsible for providing 2nd line support to
✓our customer base and assisting with project delivery. You will be responsible for resolving
✓technical issues, and for helping our customers to maximise their IT investment through
✓effective utilization. You will also work with the back-office team and Service Delivery
✓Manager to help shape and deliver a first-class user experience.
✓Key responsibilities:
✓To be a confident, active member of our Service Team providing effective support to our
✓clients.
✓Take ownership of technical escalation, follow established escalation process for critical or
✓high priority issues.
✓Provide hardware support and installation services, including: PCs, servers, networking,
✓firewalls and security, WAN/VPN, and back-up and disaster recovery
✓Provide software installation and support, including: Windows 10/11, Active Directory,
✓Windows Server, Office 365 [support, admin, and migration]
✓Deliver Microsoft 365 migration, configuration, optimisation, and support, including AAD,
✓Intune and Autopilot
✓Proactive server and network monitoring and reporting
✓Backup monitoring and reporting, design and implementation of disaster recovery solutions
✓Work with the Sales Team to translate end user and business requirements into technical
✓solutions
✓Deliver key technology projects, implement new customer projects, onboard support clients
✓Create and update support documentation, contribute to and improve internal knowledgebase
✓and asset register
✓Skills Required:
✓A minimum of 3 years proven experience in a technical support / NOC environment,
✓preferably for an MSP
✓• Working knowledge of a helpdesk ticketing system and experience of working within
✓contracted SLAs
✓Experience of troubleshooting technical issues including hardware, software, networking, and
✓connectivity
✓Expert knowledge of Microsoft 365, networking, backup, anti-virus, mail filtering
✓A good understanding of Microsoft Azure Services including Active directory and Endpoint
✓management
✓Experience of automated application and device deployment, especially Autopilot
✓Understanding of Modern Authentication methods including Azure MFA, Single Sign on and
✓SAML .
✓Good working knowledge of data security and protection/Cyber Security knowledge
✓Clean driving licence, own car
✓Desirable skills/knowledge:
✓Experience of using ConnectWise /IT Glue /Continuum / BrightGauge
✓Knowledge of Fortinet firewalls [configuration and troubleshooting]
✓ • Knowledge of Datto backup and disaster recovery [configuration and troubleshooting]
✓ • Virtualisation/virtual server support [VMWare/Hyper-V]
✓Qualifications/Certifications
✓• GCSE English and Maths A*-C/4-9 or level 2 equivalents
✓• The following technical certifications would be advantageous: Microsoft, Fortinet, Cisco,
✓CompTIA, ITIL
✓We also need you to be:
✓Well-spoken and presentable
✓• Reliable, honest, and open minded
✓Enthusiastic and ready for a challenge
✓Able to work under pressure and under your own initiative
✓Able to demonstrate excellent oral and written communication skills, with both a technical and
✓non-technical audience
✓• Level-headed, calm and clear thinking
✓Why apply for this position?
✓We are focussed on our people. For the right person, this is a great opportunity to influence
✓team operations and define your role in the business. You'll thrive in our supportive and
✓collaborative culture.
✓• You will be working in a growing team with the opportunity to influence how it operates
✓ • This role is varied and exciting, and allows for future progression
✓The hours are sociable, and we pride ourselves on our friendly team environment
✓You will get your birthday off, and we hold regular social events
✓Continuing Professional Development is part of our culture. You will be encouraged to
✓develop and improve your skills through industry certifications and other relevant training Show more →