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- Tasks: Provide 2nd line technical support and troubleshoot complex IT issues.
- Company: Join a growing MSP focused on delivering exceptional IT support to VIP clients.
- Benefits: Enjoy free certifications, life assurance, and health insurance.
- Why this job: Be at the forefront of tech solutions in a dynamic, collaborative environment.
- Qualifications: Experience in IT support, strong networking knowledge, and Azure familiarity required.
- Other info: Hybrid work model with 3 days in the office.
The predicted salary is between 28000 - 42000 £ per year.
A growing and expanding MSP are looking for a 2nd Line Support Engineer to join the team. You will be delivering exceptional technical support across a range of modern IT environments for our VIP clients. You'll be at the forefront of resolving IT issues and ensuring robust infrastructure performance, particularly across networking and cloud-based systems like Microsoft Azure.
Responsibilities:
- Provide 2nd line technical support to clients, addressing issues related to hardware, network infrastructure, and cloud environments (Azure).
- Diagnose and troubleshoot complex IT and network issues, escalating to 3rd line support when necessary.
- Support Azure-related tasks including resource monitoring, user management, patching and troubleshooting connectivity or identity issues.
- Collaborate with other support engineers to resolve incidents in a timely and efficient manner.
- Install, configure, and maintain network equipment (e.g., switches, routers, firewalls), as well as servers and end-user systems.
- Ensure compliance with IT policies, procedures, and security protocols, including network and cloud security standards.
- Document support processes and resolutions for future reference.
- Provide regular progress updates to customers, ensuring clear communication throughout the support lifecycle.
Requirements:
- Proven experience as a 2nd Line Support Engineer or similar role in a professional IT environment.
- Strong knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, and routing/switching.
- Hands-on experience with Cisco networking equipment and command-line configuration is highly desirable.
- Experience supporting or administering Microsoft Azure (e.g., virtual machines, storage, Active Directory, networking, security groups).
- Experience in a Support/ Service/ Helpdesk environment with exposure to SLA-based ticketing systems.
- Excellent problem-solving, analytical, and communication skills.
- Ability to work independently and collaboratively as part of a high-performing support team.
Preferred Certifications:
- Cisco CCNA / CCNP
- Microsoft Certified: Azure Administrator Associate (AZ-104)
Benefits:
- Free Certifications
- Life Assurance
- Health Insurance
Contact Detail:
Franklin Fitch Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, especially Microsoft Azure and Cisco networking equipment. Having hands-on experience or even personal projects that showcase your skills can make you stand out during the interview.
✨Tip Number 2
Brush up on your troubleshooting techniques for common IT issues, particularly those related to networking and cloud environments. Being able to demonstrate your problem-solving process during the interview will show that you're ready to tackle real-world challenges.
✨Tip Number 3
Network with current or former employees of the company, if possible. They can provide valuable insights into the company culture and the specifics of the role, which can help you tailor your approach and questions during the interview.
✨Tip Number 4
Prepare to discuss your experience with SLA-based ticketing systems. Be ready to share examples of how you've managed support tickets efficiently, as this is crucial for a role focused on delivering exceptional technical support.
We think you need these skills to ace 2nd Line Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience as a 2nd Line Support Engineer. Focus on your technical skills, particularly in networking and cloud environments like Microsoft Azure, and include any certifications you hold.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT support and your problem-solving abilities. Mention specific experiences where you've successfully resolved complex issues and how you can contribute to the team.
Highlight Relevant Skills: In your application, emphasise your knowledge of networking fundamentals and hands-on experience with Cisco equipment. Be sure to mention your familiarity with Azure and any relevant certifications, as these are key to the role.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial in a technical support role.
How to prepare for a job interview at Franklin Fitch
✨Showcase Your Technical Skills
Be prepared to discuss your hands-on experience with networking fundamentals and Microsoft Azure. Highlight specific examples where you've diagnosed and resolved complex IT issues, particularly in a 2nd Line Support role.
✨Demonstrate Problem-Solving Abilities
During the interview, be ready to walk through your thought process when troubleshooting an issue. Use real-life scenarios to illustrate how you approach problem-solving, especially with network infrastructure and cloud environments.
✨Communicate Clearly
Effective communication is key in support roles. Practice explaining technical concepts in simple terms, as you'll need to provide regular updates to clients. Show that you can keep customers informed throughout the support lifecycle.
✨Familiarise Yourself with the Company
Research the MSP and its client base. Understanding their services and the technologies they use will help you tailor your responses and demonstrate your genuine interest in the role and the company.
