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For Companies At a Glance
- Tasks: Resolve complex IT issues and provide advanced support to clients in a dynamic MSP environment.
- Company: Join a forward-thinking tech company focused on innovation and collaboration.
- Benefits: Enjoy competitive pay, health perks, remote work options, and growth opportunities.
- Why this job: Make a real impact by solving challenging problems and advancing your tech skills.
- Qualifications: Experience in technical support, strong problem-solving abilities, and teamwork skills.
- Other info: Great career progression into specialised roles or higher-tier engineering positions.
The predicted salary is between 36000 - 60000 £ per year.
The Tier 2 Service Engineer plays a pivotal role in resolving more complex IT issues escalated from Tier 1, while also providing advanced technical support to clients. Working in an MSP environment, the engineer is responsible for diagnosing, troubleshooting, and resolving issues related to infrastructure, networking, servers, and business-critical applications. This role demands deeper technical knowledge, excellent problem-solving skills, and the ability to work collaboratively with higher-tier teams, ensuring timely and effective resolutions to IT problems.
Career Path & Progression
As a Tier 2 Service Engineer, there are opportunities to progress into more specialised roles within networking, cybersecurity, or cloud infrastructure. Alternatively, the role serves as a stepping stone to Tier 3 engineering or technical consultancy positions, providing the foundation to take on more strategic or project-based responsibilities.
Key Responsibilities
- Advanced Technical Support & Troubleshooting
- Resolve escalated tickets from tier 1, addressing more complex issues relating to servers, networking, and critical business applications.
- Diagnose and resolve issues involving Windows Server, virtualisation (VMware, Hyper-V), Office 365, Exchange, and cloud platforms.
- Perform remote troubleshooting and on-site troubleshooting as a last resort.
- Provide support and complete change requests for networking infrastructure including routers, switches, firewalls, and VPNs.
- Incident & Problem Management
- Take ownership of more complex incidents and problems from initial diagnosis to full resolution.
- Follow ITIL-aligned processes for managing and escalating incidents where required.
- Collaborate with tier 3 engineers for root cause analysis and long-term resolution of recurring issues.
- Participate in an out-of-hours on-call rota to provide incident response coverage and resolution.
- System Maintenance & Monitoring
- Carry out regular monitoring and health checks of client systems (servers, networks, backups) to ensure they remain operational.
- Implement preventive maintenance plans and updates to avoid future disruptions.
- Proactively monitor system alerts and identify potential risks, mitigating downtime through quick action.
- Project Support
- Assist with the implementation and migration of IT projects, including server upgrades, cloud migrations, and network improvements.
- Provide support during new client onboarding, including configuration and deployment of hardware/software.
- Client Management & Communication
- Ensure timely and clear communication with clients regarding ticket progress, including expected timeframes for resolution.
- Help maintain high levels of customer satisfaction by delivering top-quality support.
- Documentation & Knowledge Sharing
- Maintain and update technical documentation, standard operating procedures, and knowledge base articles for use by Tier 1 and other support teams.
- Share technical knowledge with Tier 1 engineers, offering guidance and support to help improve their problem-solving skills.
- Collaboration with Higher-Tier Teams
- Work closely with Tier 3 engineers and specialists to resolve particularly complex issues.
- Collaborate with internal teams on large-scale IT initiatives and support the development of technical strategy for client infrastructure.
- Training & Development
- Keep up-to-date with emerging technologies, products, and IT best practices.
- Actively participate in internal training programs to advance to higher technical levels.
- Proactively utilise the online training portals made available.
Key Performance Indicators (KPIs)
- Handle ticket within SLA after being escalated.
- First-time resolution of complex issues.
- Customer satisfaction ratings (CSAT) for escalated tickets resolved.
- Proactive issue identification and resolution rates.
- Accurate time logging against actions on ticket.
- Contribution to knowledge base and training materials.
Skills, Knowledge, Competencies Required
- Essential
- Strong working knowledge of Windows Server (2012, 2016, 2019), Active Directory, DNS, DHCP, and Group Policy.
- Advanced knowledge of Office 365, including administration of Exchange Online, SharePoint, Teams, and OneDrive.
- Experience in supporting and troubleshooting virtualisation platforms (VMware, Hyper-V).
- Networking expertise, including TCP/IP, VLANs, routing, firewalls (e.g., SonicWall, Cisco, Fortinet), and VPNs.
- Experience with cloud platforms, particularly Microsoft Azure and/or AWS.
- Familiarity with backup and disaster recovery solutions.
- Analytical Problem Solving
- Strong analytical thinking skills, able to methodically troubleshoot complex issues.
- Ability to perform root cause analysis to prevent recurring issues.
- Communication
- Excellent communication skills, capable of explaining technical concepts to non-technical users.
- Professional and clear in written and verbal communications, ensuring clients are informed throughout the support process.
- Time Management & Organisation
- Able to manage multiple incidents and projects simultaneously.
- Strong prioritisation skills, with an ability to balance urgent requests with long-term projects.
- Team Collaboration
- Strong interpersonal skills, with a collaborative approach to working with Tier 1, Tier 3, and other cross-functional teams.
- Willingness to mentor junior team members and share technical expertise.
- Other
- Proven experience in a technical support role, within an MSP environment.
- Extensive experience troubleshooting Microsoft Windows Server, Active Directory, Office 365, and Azure Cloud platforms.
- Hands-on experience with networking infrastructure and troubleshooting.
- Good understanding of cybersecurity practices.
- Relevant certifications (e.g., Microsoft Certified: Azure Administrator, MCSA, CompTIA Network+, Cisco CCNA, ITIL Foundation).
Desirable
- Experience with IT security best practices (e.g., firewall configuration, MFA, antivirus solutions).
- Experience with scripting and automation tools (e.g., PowerShell, Batch, AI).
- Experience with ITSM platforms like HaloPSA, ConnectWise, Autotask, or similar.
- Familiarity with compliance standards such as GDPR or ISO 27001.
About You
- Customer-centric Approach: Dedicated to delivering a high standard of service to clients.
- Proactive: Able to anticipate potential problems and proactively address them before they become critical.
- Resilient: Works well under pressure and can handle escalated issues efficiently.
- Continuous Learner: Demonstrates a desire for self-improvement, continuously enhancing technical skills and knowledge.
Tier 2 Service Engineer in Chorley employer: Netcentrix
Contact Detail:
Netcentrix Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Tier 2 Service Engineer in Chorley
✨Tip Number 1
Network, network, network! Get out there and connect with people in the industry. Attend meetups, webinars, or tech events where you can meet potential employers or colleagues. You never know who might have a lead on your next job!
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your projects, certifications, and any relevant experience. This gives you a chance to demonstrate your technical expertise beyond just a CV.
✨Tip Number 3
Prepare for interviews like a pro! Research common interview questions for Tier 2 Service Engineers and practice your responses. Be ready to discuss specific scenarios where you've solved complex IT issues, as this will show your problem-solving skills.
✨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. Plus, it’s super easy to keep track of your applications that way!
We think you need these skills to ace Tier 2 Service Engineer in Chorley
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Tier 2 Service Engineer role. Highlight your technical expertise, especially in areas like Windows Server and networking. We want to see how your skills match what we're looking for!
Show Off Your Problem-Solving Skills: In your application, give examples of how you've tackled complex IT issues in the past. We love seeing candidates who can think analytically and resolve problems efficiently, so don’t hold back!
Keep It Professional Yet Friendly: While we appreciate a casual tone, remember to keep your communication professional. Show us your personality but also your ability to communicate clearly and effectively, just like you would with clients.
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 Netcentrix
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows Server, Office 365, and networking concepts. Be ready to discuss specific scenarios where you've diagnosed and resolved complex issues, as this will show your technical expertise.
✨Show Off Your Problem-Solving Skills
Prepare to share examples of how you've tackled tricky IT problems in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers, highlighting your analytical thinking and root cause analysis abilities.
✨Communicate Clearly and Confidently
Practice explaining technical concepts in simple terms, as you'll need to communicate effectively with clients who may not be tech-savvy. Good communication can set you apart, so think about how you can convey complex ideas clearly.
✨Be Ready for Team Collaboration Questions
Expect questions about how you work with others, especially Tier 1 and Tier 3 teams. Prepare examples that demonstrate your collaborative approach and willingness to mentor junior team members, as teamwork is key in this role.
