At a Glance
- Tasks: Provide 2nd line support for Microsoft 365 and Aruba networks in a fast-paced environment.
- Company: Join a leading Managed Service Provider with a focus on client satisfaction.
- Benefits: Competitive pay, fully remote work, and opportunities for professional growth.
- Other info: Work autonomously in a dynamic team with excellent career advancement potential.
- Why this job: Make a real impact by solving technical issues for diverse clients.
- Qualifications: Experience in service desk roles and strong knowledge of Microsoft 365 and networking.
The predicted salary is between 39600 - 66000 £ per year.
2nd Line Support Engineer
Location: Hereford / Remote
Salary: Competitive + Benefits
Job Type: Permanent, Full-Time
About the Role
Our client is an established technology and IT services organisation supporting a large and varied customer base across public sector, healthcare and education environments.
They are looking for an experienced 2nd Line Support Engineer to join their IT Services team, providing remote technical support across a large and diverse technology estate.
You'll work across 100+ sites and support thousands of users, taking ownership of complex technical issues while helping to maintain a high-quality, customer-focused IT service.
What You'll Do:
- Provide 1st and 2nd line technical support via telephone and remote support tools
- Resolve incidents, problems and changes within agreed SLA timescales
- Support desktop, laptop, mobile device and printer environments
- Diagnose and resolve hardware and software faults
- Support Windows Server, networks and internet connectivity
- Administer user network and application accounts
- Install, configure and maintain software and desktop technologies
- Develop, test, package and deploy software and desktop components
- Support Microsoft and other back-office technologies including email, backup and firewall solutions
- Carry out routine maintenance, security updates and troubleshooting
- Monitor systems and proactively identify recurring technical issues
- Maintain accurate records of hardware, software, licences and technical work
- Work with suppliers and internal teams to resolve complex issues
- Contribute to IT projects and continual service improvement initiatives
- Provide technical guidance and support to colleagues and customers
- The role also includes out-of-hours remote support on an agreed rota, where operationally required.
What We're Looking For:
- Proven experience in a 2nd Line IT Support or similar technical role
- Strong desktop hardware and software troubleshooting skills
- Experience supporting Windows environments and Windows Server
- Good understanding of networks and internet connectivity
- Experience with user account administration
- Knowledge of security technologies including antivirus and encryption
- Experience deploying and maintaining software across desktop environments
- Strong problem-solving and investigative skills
- Excellent communication and customer service abilities
- Ability to manage your own workload and prioritise against SLAs
- A proactive approach to technical development and service improvement
Why Join?
- Permanent opportunity within an established IT services environment
- Varied technical exposure across a large customer estate
- Opportunity to work across infrastructure, desktop and server technologies
- Involvement in IT projects and service improvement
- Opportunity to mentor and support junior IT staff
- Supportive environment with opportunities to develop your technical skills
- Remote-based technical support across a diverse range of customers
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2nd Line Engineer in Hereford employer: IMT Resourcing Solutions
IMT Resourcing Solutions is an excellent employer that prioritises employee growth and development, offering opportunities to enhance your tech skills in a supportive and collaborative environment. With a focus on service excellence and a hybrid/remote work model, you will enjoy a flexible work-life balance while being part of a dynamic team dedicated to delivering top-notch IT support in Hereford.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Engineer in Hereford
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work in MSPs. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Show off your skills! Prepare a mini portfolio or a list of your achievements related to Microsoft 365 and Aruba networking. This will help you stand out during interviews and showcase your hands-on experience.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms to refine your responses. Focus on common technical questions related to service desk roles and customer support scenarios.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you an edge over other candidates.
How to prepare for a job interview at IMT Resourcing Solutions
✨Know Your Tech Inside Out
Make sure you brush up on your Microsoft 365 and Aruba networking knowledge. Be ready to discuss specific issues you've resolved in the past, as well as how you approach troubleshooting. This will show that you’re not just familiar with the tools, but that you can effectively use them in a real-world setting.
✨Showcase Your Customer Service Skills
Since this role involves a lot of client interaction, prepare examples of how you've handled difficult customer situations. Highlight your communication skills and how you ensure client satisfaction, as this is crucial for success in a service desk environment.
✨Familiarise Yourself with ITSM Tools
Get comfortable with common ITSM tools used for ticket management. If you have experience with any specific platforms, be ready to discuss how you’ve used them to maintain documentation and improve service delivery. This will demonstrate your ability to adapt quickly to their systems.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions during the interview. Think about how you would handle various technical issues or client requests. Practising these scenarios can help you articulate your thought process and problem-solving skills effectively.
