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For Companies At a Glance
- Tasks: Troubleshoot and resolve technical issues for internal and external clients.
- Company: Fast-growing Managed Service Provider with a supportive team culture.
- Benefits: Competitive salary, career progression, training opportunities, and weekly coffee mornings.
- Why this job: Join a dynamic team and work with diverse technologies while making a real impact.
- Qualifications: Experience in Microsoft 365, Azure, and strong troubleshooting skills.
- Other info: Great environment for personal growth and development.
The predicted salary is between 36000 - 60000 £ per year.
Inspirec have partnered with a fast-growing Managed Service Provider (MSP) with a dedicated internal IT function, supporting both our own team and a growing portfolio of external clients. As part of our continued growth, we are looking for a proactive and skilled 2nd Line IT Support Engineer to join the Helpdesk team. The Role As a 2nd Line IT Support Engineer, you will play a key role in managing escalations from the 1st line team, resolving more complex technical issues, and delivering outstanding service to both internal users and external MSP clients. This role will expose you to a wide variety of IT environments and technologies, providing a fantastic opportunity to learn, grow, and progress within a supportive business. Key Responsibilities: * Act as the escalation point for 1st line tickets, troubleshooting and resolving technical issues. * Provide 2nd line support for internal IT systems and services. * Deliver remote and occasional on-site support to external MSP clients. * Manage and resolve incidents across Microsoft 365, Intune, and endpoint environments. * Work with ITSM tools to track, escalate, and resolve incidents in line with SLAs. * Follow ITIL-aligned processes for incident, problem, and change management. * Contribute to knowledge base articles, documentation, and process improvements. * Assist in implementing new technologies and supporting project delivery where required. Key Skills & Experience: * Strong background in Microsoft 365 administration (Exchange Online, SharePoint, Teams). * Hands-on experience with Microsoft Azure, Microsoft Intune / Endpoint Manager. * Good understanding of Active Directory, Group Policy, DNS, DHCP, networking fundamentals. * Experience within an MSP environment or multi-customer support (preferred). * Familiarity with ITIL principles, ITSM tools, and change control processes. * Strong troubleshooting and problem-solving skills with a customer-first mindset. * Excellent communication skills, both written and verbal. What We Offer: * Competitive salary (dependent on experience). * Career progression opportunities as part of a growing IT services business. * Exposure to a wide range of technologies and clients. * Supportive, friendly team environment with training and development opportunities. * Weekly coffee mornings
2nd Line Support Engineer employer: Inspirec
Contact Detail:
Inspirec Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Engineer
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work in MSPs. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Show off your skills! When you get the chance, demonstrate your troubleshooting prowess during interviews or networking events. Bring up specific examples of how you've tackled issues with Microsoft 365 or Azure to impress potential employers.
✨Tip Number 3
Don’t just apply anywhere—apply through our website! We love seeing candidates who are genuinely interested in joining our team. Tailor your application to highlight your experience with ITIL processes and customer support.
✨Tip Number 4
Keep learning! Stay updated on the latest tech trends and tools relevant to 2nd line support. This not only boosts your confidence but also makes you a more attractive candidate when you’re chatting with hiring managers.
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 your experience with Microsoft 365, Azure, and ITIL principles. We want to see how your skills match the role, so don’t be shy about showcasing your relevant experience!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about the 2nd Line Support Engineer role and how you can contribute to our team. Keep it friendly and professional!
Show Off Your Problem-Solving Skills: In your application, give examples of how you've tackled technical issues in the past. We love seeing a customer-first mindset, so share any experiences where you went above and beyond to help someone out.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Inspirec
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, Azure, and Intune. Be ready to discuss specific scenarios where you've used these technologies, as well as any troubleshooting you've done. This will show that you're not just familiar with the tools but can also apply them effectively.
✨Showcase Your Problem-Solving Skills
Prepare to share examples of how you've resolved complex technical issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help demonstrate your analytical thinking and customer-first mindset, which are crucial for a 2nd Line Support Engineer.
✨Familiarise Yourself with ITIL Principles
Since the role involves following ITIL-aligned processes, it’s a good idea to understand the basics of incident, problem, and change management. Be prepared to discuss how you've applied these principles in previous roles or how you would approach them in this position.
✨Practice Your Communication Skills
As you'll be working with both internal teams and external clients, strong communication is key. Practice explaining technical concepts in simple terms, as you might need to do this during the interview. This will highlight your ability to connect with users who may not have a technical background.
