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- Tasks: Provide 2nd line IT support and troubleshoot complex issues for customers.
- Company: Join Pebble IT, a fast-growing Managed Service Provider in Hertfordshire.
- Benefits: Enjoy competitive salary, private healthcare, and your birthday off!
- Why this job: Be part of a dynamic team and work with cutting-edge technologies.
- Qualifications: 3+ years in an MSP environment and strong Microsoft 365 knowledge required.
- Other info: Great opportunities for professional development and mentoring apprentices.
The predicted salary is between 32000 - 37000 £ per year.
£32,000 - £37,000 DOE | Hoddesdon | Full-time | Office-based | Mon-Fri, 08:30 - 17:00
Location: Hoddesdon, Hertfordshire (with travel to customer sites as required)
About Pebble IT: Pebble IT is a fast-growing Managed Service Provider (MSP) based in Hertfordshire. We pride ourselves on delivering exceptional IT solutions and support to our customers. As we expand, we're looking for a talented and motivated individual to join our team.
Role Overview: We are seeking an experienced 2nd Line / Senior IT Support Engineer who has a strong background working within MSP environments. The ideal candidate will be passionate about technology, customer-focused, and eager to contribute to the team.
Why This Will Appeal to You:
- You stay technical. You are the first point of contact but are still working at second and third line depth.
- You deal with real issues straight away and fix them properly.
- Working with a small team that encourages ideas of better ways of working.
- Huge exposure to a wide mix of Windows, M365, Azure, networking, VoIP and cyber security projects.
- You want to grow with a business and become a key member of staff, that has new customers and new environments to get into.
Key Responsibilities:
- Provide 2nd line technical support to customers across a range of technologies.
- Support end-users with remote and on-site assistance by troubleshooting and resolving complex IT issues efficiently and professionally.
- Work with Microsoft 365, Azure, Intune, and firewall technologies.
- Configure, deploy, and maintain systems including switches, routers, firewalls, and wireless solutions.
- Troubleshoot networking, wi-fi, connectivity, VoIP and security issues.
- Take part with onboarding and setup work as new customers join.
- Ensure best practices in Cyber Security are implemented and maintained.
- Travel to customers' sites when required for onsite support and project work.
- Collaborate with colleagues to deliver excellent customer service and meet SLAs.
- Act as a mentor to the apprentices within the support team, providing guidance, training, and knowledge sharing.
Essential Skills & Experience:
- 3+ Years previous experience in an MSP environment.
- Proven experience in a 2nd line IT support role.
- Strong Microsoft 365 knowledge (Intune, Exchange, Teams, SharePoint, Azure AD).
- Good knowledge of Windows operating systems.
- Networking fundamentals (TCP/IP, DNS, DHCP, VLANs, firewalls, VPNs).
- Hands-on experience with firewall configuration and management.
- Strong personal skills, developing relationships and assisting with account management of customers.
- Good understanding and willingness to learn of Cyber Security principles and practices.
- Excellent troubleshooting and problem-solving skills.
- Ability to work independently and as part of a team.
- Organised. Good at creating and keeping documentation up to date.
- Ability to prioritise workload in a fast-paced, SLA-driven environment.
- Right to work in the UK and Full UK driving license and willingness to travel to customers' sites. (Essential)
- Excellent communicator and interpersonal skills (key to this role).
Highly Desirable:
- Relevant certifications (Microsoft, CompTIA, Cyber Security).
- Intune deployments (policies, device management, application rollout).
- Device deployment projects (Autopilot, MDT, SCCM or similar).
- Office moves and site setups (networking, Wi-Fi, end-user environments).
- Experience with mentoring or training junior team members.
What We Offer:
- Your birthday off.
- Bupa Private Healthcare.
- Employee perk platform.
- Employee Assistance Program.
- Opportunities for professional development and certification.
- Pension Scheme.
- The chance to be a key part of a rapidly growing company with exciting prospects.
No agencies please.
2nd Line / Senior IT Support Engineer in Hoddesdon employer: Pebble IT
Contact Detail:
Pebble IT Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line / Senior IT Support Engineer in Hoddesdon
✨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 or even a referral.
✨Tip Number 2
Show off your skills! When you get the chance to meet potential employers, whether at events or interviews, be ready to discuss your hands-on experience with Microsoft 365, Azure, and networking. Real-life examples will make you stand out.
✨Tip Number 3
Be proactive! If you see a company you like, don’t wait for them to post a job. Reach out directly through our website and express your interest. You never know what opportunities might be available!
✨Tip Number 4
Prepare for the interview! Brush up on your troubleshooting techniques and be ready to tackle some real-world scenarios. Show them you’re not just a tech whiz but also a great communicator who can work well with customers.
We think you need these skills to ace 2nd Line / Senior IT Support Engineer in Hoddesdon
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the role of 2nd Line / Senior IT Support Engineer. Highlight your experience in MSP environments and any relevant technical skills, like Microsoft 365 and networking fundamentals. We want to see how you fit into our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for technology and customer service, and explain why you’re excited about joining Pebble IT. Let us know how you can contribute to our growing team and what makes you a great fit.
Show Off Your Problem-Solving Skills: In your application, don’t forget to mention specific examples of how you've tackled complex IT issues in the past. We love seeing candidates who can demonstrate their troubleshooting prowess and how they’ve made a difference in previous roles.
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 shows us you’re keen on joining our team at Pebble IT!
How to prepare for a job interview at Pebble IT
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, Azure, and networking fundamentals. Be ready to discuss specific technologies you've worked with and how you've solved complex IT issues in the past. This will show that you're not just familiar with the tools but can also apply them effectively.
✨Show Off Your Customer Service Skills
Since this role is customer-focused, prepare examples of how you've provided excellent support in previous positions. Think about times when you went above and beyond to help a client or resolved a tricky issue. This will demonstrate your commitment to customer satisfaction.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions where you'll need to troubleshoot a problem on the spot. Practice explaining your thought process clearly and logically. This will help interviewers see how you approach challenges and your problem-solving skills in action.
✨Highlight Your Team Spirit
Collaboration is key in this role, so be prepared to talk about your experience working in teams. Share examples of how you've mentored others or contributed to team projects. This will show that you're not only a great individual contributor but also a valuable team player.
