At a Glance
- Tasks: Provide 2nd Line IT support and troubleshoot technical issues for diverse clients.
- Company: Join a growing Managed Service Provider with a dynamic team.
- Benefits: Enjoy 23 days holiday, pension scheme, and training opportunities.
- Other info: Work in a supportive environment with excellent career growth potential.
- Why this job: Make a real impact by solving tech problems and enhancing client experiences.
- Qualifications: Experience in 1st/2nd Line IT support and strong knowledge of Microsoft 365.
A fantastic opportunity for an experienced IT support professional to join a growing Managed Service Provider team, providing hands-on technical support across varied client environments, technologies and business sectors.
This is an exciting opportunity for a motivated 2nd Line IT Support Engineer who enjoys solving technical problems, taking ownership of issues and delivering excellent customer service. Working as the 2nd Line IT Support Engineer, you will provide technical support to a diverse client base, resolving escalated incidents and service requests across hardware, software, operating systems, user access, networking and Microsoft 365 environments. As the 2nd Line IT Support Engineer, you will work within agreed SLAs, communicate clearly with technical and non-technical customers and support client projects, migrations, upgrades, deployments and system improvements.
DUTIES
- Providing Technical Support: Deliver 2nd Line support to a diverse range of clients across different systems, environments and business sectors
- Managing Escalated Issues: Take ownership of escalated incidents and service requests through to resolution
- Meeting Service Levels: Work within agreed SLAs and customer service expectations
- Troubleshooting IT Problems: Resolve hardware, software, operating system, network and user-access issues
- Supporting Microsoft 365: Provide support for Exchange Online, Outlook, Teams, SharePoint and OneDrive
- Managing User Access: Troubleshoot user accounts, permissions and access within Microsoft Entra ID and Active Directory
- Supporting End-User Devices: Support Windows 10/11 desktops, laptops, Mac devices and other end-user equipment
- Resolving Network Issues: Troubleshoot TCP/IP, DNS, DHCP, Wi-Fi, VPN and general connectivity issues
- Checking Backups: Complete backup checks and remediate failed backup jobs
- Deploying IT Equipment: Assist with the deployment, configuration and maintenance of PCs, laptops, peripherals and other IT equipment
- Maintaining Documentation: Keep client documentation, technical notes and knowledge bases up to date
- Supporting Client Projects: Assist with migrations, upgrades, deployments and system improvements
- Guiding Colleagues: Provide technical guidance and support to 1st Line colleagues where appropriate
CANDIDATE REQUIREMENTS
- Previous experience working in a 1st/2nd Line or 2nd Line IT support role
- MSP experience would be ideal
- Strong experience supporting Windows 10/11 environments
- Good working knowledge of Microsoft 365 and its core services
- Experience with Active Directory and/or Microsoft Entra ID
- A good understanding of networking fundamentals, including DNS, DHCP, TCP/IP and VPNs
- Experience troubleshooting hardware, software and connectivity problems
- Experience working to SLAs and prioritising a busy support queue
- Experience supporting Mac devices
- A customer-focused approach with the ability to explain technical issues clearly to non-technical users
- Effective communication skills with people at all levels
- Ability to work independently while contributing effectively as part of a team
- Willingness to learn new technologies and work across different client environments
BENEFITS
- 23 days holiday (including birthday and 2 days Christmas break) + Bank Holidays
- Company NEST pension
- Training and professional development opportunities
To be considered for this job vacancy, please submit your CV and Cover Letter explaining why you would be suitable for the role to our Recruitment Team who will review your details.
2nd Line IT Support Engineer in Redditch employer: AWD Recruitment
Join a dynamic and forward-thinking company that values innovation and professional growth, making it an excellent employer for Finance Analysts. With a supportive work culture that encourages collaboration and continuous learning, employees benefit from comprehensive training programs and clear career progression paths. Located in a vibrant area, the company also offers competitive salaries and a range of employee benefits, ensuring a rewarding and fulfilling work experience.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line IT Support Engineer in Redditch
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what AWD Recruitment values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges AWD Recruitment might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at AWD Recruitment!
✨Direct Apply to AWD Recruitment
Let's not forget to apply directly through the AWD Recruitment website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 2nd Line IT Support Engineer in Redditch
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at AWD Recruitment.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at AWD Recruitment. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at AWD Recruitment
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
