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- Tasks: Resolve IT support tickets and mentor junior staff while troubleshooting issues.
- Company: Join a growing Managed Service Provider delivering innovative IT solutions to SMEs.
- Benefits: Enjoy perks like a birthday day off, annual bonuses, and private medical healthcare.
- Why this job: Be part of a dynamic team that values problem-solving and offers opportunities for growth.
- Qualifications: GCSEs in IT, English, and Maths required; full driving licence needed.
- Other info: Experience with various operating systems and networking is a plus.
The predicted salary is between 28000 - 34000 £ per year.
CloudScope is recruiting on behalf of a small, well-established, and growing Managed Service Provider (MSP) based on the outskirts of Norwich. This company provides IT and software solutions to SMEs, delivering high-quality support and innovative technology solutions to their clients.
We are seeking a dedicated Second Line Support Engineer to join their expanding team! This role offers a diverse range of responsibilities, including:
- Resolving customer IT support tickets via phone and email
- Contributing to internal and customer projects
- Working both in the office and on-site
Excellent communication skills are a must, as you will be updating customers and colleagues on ticket status.
What You’ll Do:
- Act as the escalation point for first-line engineers
- Diagnose desktop and network connectivity problems
- Troubleshoot remotely and in person
- Mentor junior staff
- Configure new hardware
- Monitor the ticketing system and update documentation
- Participate in an on-call rota
Technical Expertise:
We need someone experienced with:
- Operating Systems: Windows OS, Windows Server (macOS and Linux familiarity is a plus)
- Networking: Strong understanding of TCP/IP networking (Firewalls, VPN, DNS, DHCP)
- Virtualization: Hyper-V and Azure
- Microsoft 365 Administration: Entra, Intune, Exchange, SharePoint
- Active Directory and GPOs
Bonus points for experience with:
- IP Telephony systems
- Scripting/automation
- Security products and cybersecurity standards
- Microsoft licensing models
Essential Attributes:
We value:
- Excellent communication and teamwork skills
- Passion for IT and problem-solving
- Willingness to learn and develop
- Ability to travel when required
- Enthusiasm and a proactive 'can-do' attitude
Desirable Skills: (Not required, but advantageous)
- Structured network cabling
- Website hosting and domain names
- Public DNS management
- IP-based CCTV systems
Qualifications:
- GCSEs in IT, English, and Maths (grade 4/C or above)
- Full, clean driving licence
- Ability to pass an advanced DBS check
Compensation & Benefits:
Salary: £28,000 - £34,000 (depending on experience)
Perks & Benefits:
- Birthday day off
- Annual bonus potential (after probation)
- Additional holiday (after probation)
- Long-service bonus (after 5 years)
- Private medical healthcare (after probation)
- Death-in-service benefits (after probation)
2nd Line Support Engineer employer: CloudScope
Contact Detail:
CloudScope 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, such as Windows OS, TCP/IP networking, and Microsoft 365. Being able to discuss these topics confidently during an interview will show your technical expertise and enthusiasm for the role.
✨Tip Number 2
Highlight any experience you have with mentoring or training junior staff. This is a key aspect of the role, so sharing examples of how you've supported others in their development can set you apart from other candidates.
✨Tip Number 3
Prepare to discuss your problem-solving approach. Since this role involves diagnosing and troubleshooting issues, having a structured method for tackling problems will demonstrate your capability and fit for the position.
✨Tip Number 4
Show your passion for IT by staying updated on the latest trends and technologies in the industry. Mentioning recent developments or certifications during your conversation can illustrate your commitment to continuous learning and growth.
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 and skills that align with the job description. Focus on your technical expertise in operating systems, networking, and Microsoft 365 administration, as well as any mentoring experience.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT and problem-solving. Mention specific examples of how you've resolved issues in previous roles and how you can contribute to the team at the Managed Service Provider.
Highlight Communication Skills: Since excellent communication is essential for this role, emphasise your ability to update customers and colleagues effectively. Provide examples of how you've communicated complex technical information clearly in past experiences.
Show Enthusiasm and Willingness to Learn: In your application, express your enthusiasm for the role and your willingness to learn and develop further. Mention any relevant courses or certifications you are pursuing or plan to pursue to enhance your skills.
How to prepare for a job interview at CloudScope
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Windows OS, networking, and Microsoft 365 administration. Highlight specific examples of how you've resolved technical issues in the past, as this will demonstrate your problem-solving abilities.
✨Emphasise Communication Skills
Since excellent communication is crucial for this role, practice explaining complex technical concepts in simple terms. Be ready to share examples of how you've effectively communicated with both technical and non-technical stakeholders.
✨Demonstrate Mentoring Experience
As mentoring junior staff is part of the job, think of instances where you've helped others learn or grow in their roles. Share these experiences during the interview to show your leadership potential.
✨Prepare Questions About the Company
Research the Managed Service Provider and prepare thoughtful questions about their projects, team dynamics, and future goals. This shows your genuine interest in the company and helps you assess if it's the right fit for you.
