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For Companies At a Glance
- Tasks: Provide top-notch IT support and resolve complex technical issues for clients.
- Company: Fast-growing managed service provider with a passion for technology and client success.
- Benefits: Competitive salary, company pension, free parking, and annual training budget.
- Why this job: Join a forward-thinking team and make a real impact in the tech world.
- Qualifications: 3+ years of IT support experience and strong problem-solving skills.
- Other info: Dynamic work environment with opportunities for continuous learning and career growth.
The predicted salary is between 24000 - 42000 £ per year.
Overview
IT Support 365 is a fast-growing managed service provider with offices in Dorset, Wiltshire and Merseyside operating for over 15 years providing services to national and international clients. We\’re known for delivering proactive, reliable IT support that helps businesses minimise downtime and stay ahead. Our team is passionate about technology, client success and building long-term partnerships.
We\’re looking for a 2/3 to join our Warrington team. This is a hands-on technical role focused on delivering high-quality support, resolving complex issues, and ensuring the smooth operation of client systems. You\’ll be a key part of our service delivery team, helping clients get the most of their IT systems while contributing to our reputation.
If you\’re someone who thrives on solving problems, enjoys working with a variety of technologies, and wants to be part of a forward-thinking company, we would love to hear from you.
Key Responsibilities:
Technical Support & Issue Resolution
- Provide 2 and 3 line support across client environments, resolving escalated and complex issues.
- Take ownership of user problems, ensuring timely resolution and clear communication throughout.
- Maintain a high level of customer service and professionalism in all interactions.
- Log and manage service tickets, ensuring accurate documentation and updates.
- Liaise with clients, colleagues, and third-party vendors to troubleshoot and resolve issues.
Maintenance and Monitoring
- Perform regular maintenance of client networks, systems, and services using RMM tools.
- Monitor system performance and proactively identify areas for improvement.
- Ensure IT infrastructure meets client needs and supports business continuity.
- Evaluate and implement technical solutions that enhance client environments.
Innovation and Continuous Improvement
- Identify opportunities to improve service delivery and introduce technical advancements.
- Stay up to date with emerging technologies and attend relevant training to build expertise.
- Support onboarding of new clients and contribute to smooth service transitions.
Qualifications & Experience
Essential:
- Minimum 3 years of IT support experience in a multi-client, MSP environment.
- Strong background in desktop support, help desk operations, and infrastructure troubleshooting.
- Proficiency in Microsoft 365, Cloud services, VPNs, Firewalls, Windows OS, and desktop applications.
- Excellent communication and customer service skills, with a proactive approach to problem-solving.
- Microsoft certification
Desirable:
- Experience with ConnectWise or similar ticketing systems.
- Familiarity with RMM tools and remote support platforms.
- Ability to manage multiple tasks and prioritise effectively.
- Strong documentation and reporting skills.
- Passion for technology and continuous learning.
Benefits:
- Company Pension
- Free on-site parking
- Birthday off
- Annual Training Budget
- 28 days including Bank Holidays annual leave
- Pay: £28,000.00-£35,000.00 per year
Job Types: Full-time, Permanent
Pay: £28,000.00-£35,000.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
Work Location: In person
2nd/3rd Line Support Engineer employer: IT Support 365 Limited
Contact Detail:
IT Support 365 Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd/3rd Line Support Engineer
✨Tip Number 1
Get your tech skills sharp! Brush up on your knowledge of Microsoft 365, VPNs, and Firewalls. We want to see you confidently tackle those complex issues during the interview.
✨Tip Number 2
Show us your problem-solving prowess! Prepare some examples of tricky situations you've resolved in the past. We love hearing about how you’ve turned challenges into successes.
✨Tip Number 3
Don’t forget to highlight your customer service skills! We’re all about building long-term partnerships, so share how you’ve maintained professionalism and clear communication with clients.
✨Tip Number 4
Finally, apply through our website! It’s the best way for us to see your application and get you in front of the right people. We can’t wait to hear from you!
We think you need these skills to ace 2nd/3rd Line Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your IT support experience, especially in multi-client environments, and don’t forget to showcase your problem-solving abilities!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about technology and how your background makes you a perfect fit for our team. Keep it concise but engaging!
Show Off Your Communication Skills: Since this role involves liaising with clients and colleagues, make sure your written application demonstrates your excellent communication skills. Clear and professional language goes a long way in making a great first impression!
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 don’t miss out on any important updates from our team!
How to prepare for a job interview at IT Support 365 Limited
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Microsoft 365, VPNs, and Firewalls. Be ready to discuss specific scenarios where you've resolved complex issues, as this will show your hands-on experience.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've taken ownership of user problems and resolved them efficiently. Highlight your proactive approach to troubleshooting and how you've improved service delivery in past roles.
✨Communicate Clearly and Professionally
Since this role involves liaising with clients and colleagues, practice articulating your thoughts clearly. Use examples that demonstrate your excellent communication skills and how you maintain professionalism under pressure.
✨Stay Updated on Emerging Technologies
Research the latest trends in IT support and be ready to discuss how they could benefit the company. Showing your passion for continuous learning will resonate well with the interviewers and align with their forward-thinking ethos.