2nd Line Support Engineer

We are seeking an experienced and highly motivated 2nd Line Support Engineer to join our IT support team in Windlesham, Surrey. The successful candidate will provide advanced technical support for Windows 10 and 11, Mac iOS, Office 365, Microsoft Azure, and IP Telephony systems, with the expectation to grow into a 3rd Line Support role. This role involves troubleshooting complex issues, providing solutions, and ensuring the smooth operation of our IT infrastructure., * Technical Support: Provide 2nd line support for Windows 10 and 11, Mac iOS, Office 365, Microsoft Azure, and IP Telephony systems.

• Issue Resolution: Diagnose and resolve hardware and software issues, escalating problems to 3rd line support when necessary.

• Cloud License Support: Manage and support cloud licenses for Office 365 and other cloud services.

• Networking and WiFi: Troubleshoot and resolve networking and WiFi issues.

• Cloud Telecoms: Support and maintain cloud telephony systems.

• IP Systems: Handle all aspects of IP-related support and configuration.

• User Assistance: Assist end-users with technical issues, ensuring a high level of customer satisfaction.

• System Maintenance: Perform routine maintenance and updates on systems, ensuring optimal performance.

• Documentation: Maintain accurate records of issues and resolutions using the ticketing system.

• Collaboration: Work closely with the IT support team to ensure seamless support and knowledge sharing.

• Training: Provide guidance and training to junior staff and end-users as needed.

• Monitoring: Monitor system performance and security, taking appropriate action to resolve any identified issues.

• Experience: Minimum of 2-3 years of experience in a similar 2nd line support role.

• Technical Proficiency:

• Windows 10 and 11

• Mac iOS

• Office 365

• Microsoft Azure

• IP Telephony systems

• Cloud license support experience

• Networking and WiFi

• Cloud telecoms

• All aspects of IP-related support

Skills: Strong troubleshooting and problem-solving skills, excellent communication and interpersonal skills, ability to work independently and as part of a team.

Certifications: Relevant IT certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, Microsoft Certified: Azure Administrator Associate, or equivalent are desirable.

Education: Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred, but not essential.

Desirable Skills:

• Experience with network configuration and troubleshooting.

• Familiarity with virtualization technologies such as VMware or Hyper-V.

• Knowledge of ITIL best practices and methodologies.

• Experience with remote support tools and techniques.