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For Companies At a Glance
- Tasks: Provide top-notch technical support to clients, troubleshooting hardware and software issues.
- Company: Join a growing IT Managed Service Provider focused on customer satisfaction and teamwork.
- Benefits: Enjoy a competitive salary, pension contributions, and opportunities for skill development.
- Why this job: Be part of a dynamic team where your skills will directly impact client success.
- Qualifications: Must have MSP experience and strong knowledge of Windows OS and networking.
- Other info: Office-based role with occasional client visits; flexible working hours available.
The predicted salary is between 30000 - 36000 £ per year.
Location: Primarily office-based in the Reading area, with occasional visits to client sites
Job Type: Permanent / Full-Time
Salary: £30,000 – £36,000 per annum + up to 10% matched pension contribution
Essential:
- Licence: Full Clean UK Driving Licence required
- MSP experience is essential – candidates without prior experience working within a Managed Service Provider will not be considered.
Role Overview:
We are currently seeking a highly capable 2nd/3rd Line Support Engineer to join a growing IT Managed Service Provider (MSP). This is a fantastic opportunity for an experienced technical support professional who thrives in a customer-focused, multi-client environment. You’ll provide enterprise-level technical support to a diverse client base, supporting the smooth operation of computer systems, software, and hardware. This is a hands-on role suited to someone with strong problem-solving skills, excellent communication abilities, and a proactive, team-oriented mindset.
Key Responsibilities:
- Provide remote and occasional on-site technical support to clients (2nd/3rd line).
- Troubleshoot and resolve issues across hardware, software, and networking.
- Manage tickets and workflows via a helpdesk system.
- Setup, configure, and support desktops, servers, printers, phones, routers, firewalls, and access points.
- Document solutions and build a knowledge base.
- Collaborate with peers and escalate complex issues when necessary.
- Assist with training needs analysis and internal skill development.
Technical Requirements:
- Experience in a technical support role within an MSP (essential).
- Strong knowledge of Windows OS and modern Windows Server environments (Domains, AD, DNS, DHCP).
- Experience with virtualization technologies (VMware vCenter, ESXi or Hyper-V).
- Good understanding of networking fundamentals and hardware components.
- Familiarity with Microsoft 365 suite (Entra, Teams, SharePoint, InTune, Exchange).
- Exposure to backup systems, enterprise firewalls, and email security platforms.
- Hands-on experience with remote support tools (e.g., LogMeIn, Rescue).
- Knowledge of security and cloud file-sharing solutions (e.g., Sophos, Egnyte, Ubiquiti) is advantageous.
- IT certifications or formal technical qualifications are desirable.
Personal Attributes:
- Customer-focused with excellent communication skills (written and verbal).
- Detail-oriented and technically articulate.
- Able to work under pressure and independently manage workloads.
- Collaborative team player with a solution-driven mindset.
Schedule:
Monday to Friday, 8:45am – 5:45pm. Occasional paid weekend work may be required. Travel time to office and client sites is additional.
If you’re looking to take the next step in your technical support career with a dynamic MSP environment, apply now to join a team where your contribution will make a real impact.
2nd/3rd line Support Technician - MSP employer: Digital Waffle
Contact Detail:
Digital Waffle Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd/3rd line Support Technician - MSP
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows Server environments and virtualization technologies like VMware or Hyper-V. Being able to discuss your hands-on experience with these tools during an interview will demonstrate your suitability for the role.
✨Tip Number 2
Highlight your previous experience working in a Managed Service Provider (MSP) environment. Be prepared to share specific examples of how you've successfully resolved technical issues and supported clients, as this will show that you understand the unique challenges of the role.
✨Tip Number 3
Prepare to showcase your problem-solving skills by thinking of scenarios where you've had to troubleshoot complex issues. Practising how you would explain your thought process can help you articulate your approach effectively during the interview.
✨Tip Number 4
Since communication is key in this role, consider brushing up on your customer service skills. Think about how you can convey technical information clearly and concisely to clients who may not have a technical background, as this will be crucial in your day-to-day responsibilities.
We think you need these skills to ace 2nd/3rd line Support Technician - MSP
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in a Managed Service Provider (MSP) environment. Emphasise your technical skills, particularly with Windows OS, networking fundamentals, and any relevant IT certifications.
Craft a Compelling Cover Letter: Write a cover letter that showcases your problem-solving abilities and customer-focused mindset. Mention specific examples of how you've successfully resolved technical issues in previous roles.
Highlight Relevant Experience: In your application, clearly outline your previous roles in technical support, especially those involving 2nd/3rd line support. Include details about the tools and technologies you have used, such as remote support tools and Microsoft 365.
Showcase Communication Skills: Since excellent communication is key for this role, provide examples in your application of how you've effectively communicated with clients or team members, especially in high-pressure situations.
How to prepare for a job interview at Digital Waffle
✨Showcase Your MSP Experience
Make sure to highlight your previous experience working within a Managed Service Provider. Be prepared to discuss specific scenarios where you successfully resolved technical issues, as this will demonstrate your capability in a multi-client environment.
✨Demonstrate Technical Knowledge
Brush up on your knowledge of Windows OS, networking fundamentals, and virtualisation technologies like VMware or Hyper-V. Be ready to answer technical questions or even troubleshoot a problem during the interview to showcase your skills.
✨Emphasise Communication Skills
Since this role requires excellent communication abilities, practice articulating your thoughts clearly. Prepare examples of how you've effectively communicated with clients or team members in past roles, especially in high-pressure situations.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think of past experiences where you had to troubleshoot complex issues and be ready to explain your thought process and the steps you took to resolve them.
