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- Tasks: Provide top-notch technical support for VIP clients in a dynamic IT environment.
- Company: Join a growing Managed Service Provider (MSP) making waves in the tech industry.
- Benefits: Enjoy free certifications, life assurance, and health insurance perks.
- Why this job: Be at the forefront of tech solutions, collaborating with a talented team in a hybrid work setting.
- Qualifications: Experience in 2nd line support, strong networking knowledge, and Azure familiarity required.
- Other info: Work hybrid with 3 days in the office, perfect for balancing work and study.
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
Locations
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 really set you apart during the interview.
✨Tip Number 2
Brush up on your troubleshooting techniques for common IT issues, particularly those related to networking and cloud environments. Being able to demonstrate your problem-solving process during the interview will show that you're ready to tackle real-world challenges.
✨Tip Number 3
Network with current or former employees of the company, if possible. They can provide valuable insights into the company culture and the specifics of the role, which can help you tailor your approach and questions during the interview.
✨Tip Number 4
Prepare to discuss your experience with SLA-based ticketing systems. Be ready to share examples of how you've managed support tickets efficiently, as this is crucial for the role and will demonstrate your understanding of the support environment.
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, especially in networking or cloud systems.
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.
Showcase Communication Skills: Since the role involves regular updates to customers, demonstrate your strong communication skills in your application. Provide examples of how you've effectively communicated technical information to non-technical clients in the past.
How to prepare for a job interview at Franklin Fitch
✨Showcase Your Technical Skills
Be prepared to discuss your hands-on experience with networking fundamentals and Microsoft Azure. Highlight specific examples where you've diagnosed and resolved complex IT issues, as this will demonstrate your capability to handle the responsibilities of the role.
✨Understand the Company’s Environment
Research the MSP's client base and the types of IT environments they support. Familiarise yourself with their approach to cloud services and network infrastructure, as this knowledge will help you tailor your responses during the interview.
✨Prepare for Scenario-Based Questions
Expect to be asked about real-life scenarios where you had to troubleshoot issues. Practice articulating your thought process clearly, including how you escalated problems when necessary and collaborated with team members to find solutions.
✨Emphasise Communication Skills
Since you'll be providing support to VIP clients, it's crucial to demonstrate your excellent communication skills. Be ready to discuss how you keep clients updated on progress and ensure clear communication throughout the support lifecycle.
