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- Tasks: Provide 2nd line technical support for VIP clients, resolving IT issues and maintaining infrastructure.
- Company: Join a growing Managed Service Provider (MSP) focused on modern IT solutions.
- Benefits: Enjoy free certifications, life assurance, and health insurance while working in a hybrid model.
- Why this job: Be at the forefront of tech support, collaborating with a high-performing team in a dynamic environment.
- Qualifications: Experience in IT support, strong networking knowledge, and familiarity with Microsoft Azure are essential.
- Other info: Work hybrid with 3 days in the office, perfect for balancing study and work.
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
2nd Line Support Engineer employer: Franklin Fitch
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 set you apart from other candidates.
✨Tip Number 2
Network with current or former employees of the company on platforms like LinkedIn. Engaging with them can provide you with insider knowledge about the company culture and the team dynamics, which can be beneficial during interviews.
✨Tip Number 3
Prepare for technical interviews by practising common troubleshooting scenarios related to networking and cloud environments. Being able to demonstrate your problem-solving skills in real-time will impress interviewers.
✨Tip Number 4
Showcase your communication skills during the interview process. As a 2nd Line Support Engineer, you'll need to explain complex technical issues to clients clearly, so practice articulating your thought process and solutions effectively.
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 express your enthusiasm for working with VIP clients.
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 SLA-based ticketing systems and any Azure-related tasks you've managed.
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 experience with networking fundamentals and Microsoft Azure. Highlight specific examples of how you've diagnosed and resolved complex IT issues in previous roles, as this will demonstrate your capability to handle the responsibilities of a 2nd Line Support Engineer.
✨Familiarise Yourself with the Company
Research the MSP's services and their client base. Understanding their business model and the types of clients they serve will help you tailor your responses and show that you're genuinely interested in the role and the company.
✨Prepare for Scenario-Based Questions
Expect to be asked about specific scenarios related to troubleshooting and support. Practice articulating your thought process when diagnosing issues, especially those involving Azure and network equipment. This will showcase your problem-solving skills effectively.
✨Emphasise Communication Skills
Since you'll be providing support to VIP clients, strong communication is key. Be ready to discuss how you keep clients updated on progress and how you ensure clear communication throughout the support lifecycle. This will highlight your ability to manage client relationships effectively.
