At a Glance
- Tasks: Provide advanced IT support, troubleshoot complex issues, and lead technical projects.
- Company: Join a dynamic Managed Service Provider with a collaborative culture.
- Benefits: Enjoy competitive benefits, including certification reimbursement and career development opportunities.
- Other info: Mentorship opportunities and a focus on professional growth in a supportive environment.
- Why this job: Make a real impact by solving diverse client challenges and enhancing technology solutions.
- Qualifications: Experience in IT support, strong problem-solving skills, and familiarity with key technologies.
2nd Line 3rd Line IT Engineer
As a Level 2/ IT Engineer, you will be the trusted technical expert handling complex client issues, implementing technical projects, and driving process efficiencies through platforms like Autotask, Salesforce, and 3CX.
You’ll provide critical technical support, oversee project execution, and ensure our clients’ systems operate smoothly and securely.
Key
Responsibilities
- Technical Support and
Escalations
- Deliver advanced Level 2 support, troubleshooting complex hardware, software, network, and firewall issues.
- Lead escalated cases from Level 1 teams, providing hands-on, timely solutions to maintain high levels of client satisfaction.
- Utilise extensive experience in Windows Server, Office 365, and virtual environments to resolve incidents effectively.
- Configure, deploy, and maintain Sonic Wall firewalls and other security devices to secure client networks.
- Set up, configure, and manage virtual servers, ensuring stable and efficient virtualised environments (Hyper-V/VMware).
- Service Delivery and
- Client
Management
- Act as a primary technical contact for clients, building and maintaining strong relationships to meet and exceed SLA expectations.
- Conduct monthly service reviews, optimise service delivery processes, and proactively suggest improvements.
- Apply ITIL practices to manage incidents, change requests, and problem resolution, delivering a seamless client experience.
- Process Improvement and
Automation
- Enhance service desk efficiency with automation tools like Power Automate and Power Shell scripting to reduce manual processes.
- Document, review, and update support procedures, creating a repository of best practices for the team and clients.
- Implement data-driven strategies to reduce ticket volume and enhance self-service capabilities.
- Project Management and
Implementation
- Plan and lead IT projects, including hardware rollouts, cloud migrations (Azure, Office 365), and network or system integrations.
- Coordinate project resources, timelines, and deliverables to ensure on-time, within-budget project completion.
- Create detailed project documentation and conduct post-project reviews to capture lessons learned and improvements.
- Leadership and
Mentoring
- Mentor junior engineers, sharing knowledge to build team capability and foster professional growth.
- Contribute to training materials and technical sessions, empowering the team with the latest industry insights and best practices.
- Support KPI development to track and enhance team performance and client satisfaction metrics.
Qualifications and Experience
- Technical
Expertise: Significant experience with Autotask for ticketing, Salesforce for CRM, and 3CX for Vo IP.
Strong proficiency in Windows Server, Office 365, Azure, networking, Sonic Wall/firewall configuration, and virtualisation (Hyper-V/VMware).
- Billing and
- Workflow
Skills: Proficiency in setting up workflows and billing configurations within Autotask and Salesforce is highly desirable.
We also welcome candidates with foundational experience who are keen to develop these skills further.
- Certifications: ITIL, Microsoft (Azure, Office 365), Comp TIA, or Cisco (CCNA) are highly desirable.
- MSP Background: At least 5 years of experience in a Managed Service Provider environment, demonstrating advanced technical support, client management, and project delivery.
- Automation and
Scripting: Skilled in Power Automate and Power Shell scripting to automate workflows and improve service desk efficiency.
- Problem-Solving
Mindset: A proactive, solutions-focused approach to resolving complex technical challenges and delivering lasting results.
Preferred
Qualifications
- Experience with service management tools like Service Now or Connect Wise.
- ITIL Foundation or Intermediate certifications.
- Previous mentoring or team leadership experience within a service desk or technical support team.
- What
Offer
- Collaborative
Culture: A supportive work environment where innovation, inclusivity, and teamwork drive our mission.
- Competitive
Benefits: A comprehensive benefits package, including certification reimbursement.
- Exciting
- Client
Work: Engage with diverse projects across industries, providing tailored technology solutions for real-world challenges.
- Career
Development: Join a workplace that values learning, with clear growth pathways within a dynamic MSP setting
2nd Line It Support Engineer employer: Field Solutions Group
As a 2nd Line IT Support Engineer, you will thrive in a collaborative culture that prioritises innovation and teamwork, ensuring you feel valued and supported. With a comprehensive benefits package and opportunities for career development, you will engage with diverse projects that challenge your skills while fostering professional growth in a dynamic Managed Service Provider environment. Join us to make a meaningful impact on client systems and enjoy a rewarding career path in the heart of technology.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line It Support Engineer
✨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 Field Solutions Group 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 Field Solutions Group 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 Field Solutions Group!
✨Direct Apply to Field Solutions Group
Let's not forget to apply directly through the Field Solutions Group 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
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 Field Solutions Group.
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 Field Solutions Group. 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 Field Solutions Group
✨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.
