- Own and manage escalated support cases through to resolution
- Troubleshoot Microsoft 365, Windows, Active Directory, networking and infrastructure issues
- Work closely with customer IT teams, Field Engineers, 3rd Line Support and external suppliers
- Escalate cases appropriately with clear technical handovers and documentation
- Contribute to root cause analysis, problem management and continuous service improvement
- Maintain accurate case records and ensure service levels are achieved
- Work Friday through Monday on a shift pattern between 7am and 7pm
Requirements
- Experienced 2nd Line Support Engineer
- Strong experience supporting Windows Desktop operating systems
- Experience troubleshooting Outlook, Exchange and Microsoft 365
- Working knowledge of Active Directory, Group Policy, DNS, networking, backup solutions, virtualisation, firewalls and routers
- Strong troubleshooting and remote diagnostic skills
- Ability to work independently and manage multiple priorities
- Excellent communication skills and ability to build relationships with technical and non-technical stakeholders
- Experience with Cisco or Fortinet technologies, Mac OS, Linux, Veeam, VoIP, SQL or wider networking technologies would be advantageous
Core Competencies
Demonstrates expertise in troubleshooting and resolving escalated support cases, particularly with Microsoft 365, Windows, and Active Directory. Proven ability to collaborate with IT teams and maintain service levels while managing multiple priorities.
Highest-signal resume keywords
- 2ND Line Support Engineering
- Windows Desktop Support
- Microsoft 365 Troubleshooting
- Active Directory Management
- Strong Troubleshooting Skills
Hard Skills
- Troubleshooting
- Remote Diagnostics
- Root Cause Analysis
- Problem Management
- Service Improvement
Soft Skills
- Excellent Communication
- Relationship Building
- Ability to Work Independently
- Managing Multiple Priorities
Industry Keywords
- Networking
- Infrastructure
- Group Policy
- DNS
- Backup Solutions
- Virtualisation
- Firewalls
- Routers
Tools & Technologies
- Microsoft 365
- Windows
- Active Directory
- Cisco Technologies
- Fortinet Technologies
- Mac OS
- Linux
- Veeam
- VoIP
- SQL
#J-18808-Ljbffr
2nd Line Engineer – Weekend Shift in Birmingham employer: Jobtailor
As a Client Services Coordinator at our dynamic company, you will thrive in a supportive work culture that prioritises employee growth and development. We offer comprehensive training, opportunities for advancement, and a collaborative environment where your contributions are valued. Located in a vibrant area, our team enjoys a healthy work-life balance and the chance to engage with diverse clients, making every day rewarding and meaningful.
