At a Glance
- Tasks: Support and resolve IT issues for clients while managing incidents and requests.
- Company: Dynamic MSP with a focus on innovation and employee well-being.
- Benefits: Flexible hours, 25+ days holiday, health plans, and gym discounts.
- Other info: Great opportunities for career growth and continuous learning.
- Why this job: Join a team where your skills make a real difference in tech support.
- Qualifications: Experience in IT support, strong troubleshooting skills, and a positive attitude.
The predicted salary is between 37000 - 37000 £ per year.
Location: Abingdon
Salary: £37k
Benefits:
- 25+ Days Holiday and rising (plus bank holidays)
- Flexible working (WFH incentives)
- Bupa Cash Plan
- Electric Vehicle Scheme
- Cycle Scheme
- Discounted Gym Membership
- Paid Charity Day
- Car Parking
Primary Purpose
The Tier 2 team are tasked with supporting, investigating, and resolving our MSP client's IT-related systems and making sure all issues are dealt with in a timely fashion.
Key Responsibilities
- Being the first point of contact for all incoming support calls, emails, and sessions - when necessary
- Being an escalation point for all escalations coming from apprentice, and Tier 1 engineers
- Ensuring all forms of support call are logged in the system and the client is kept updated
- Manage incidents and request tickets ensuring established SLAs are met
- Providing support to our clients
- Help the Tier 2 Manager with continued business improvements
- Provide support to the apprentice, and Tier 1 engineers
- Manage/Maintain all escalations from the apprentice, and Tier 1 engineers
- Communicate daily to clients with open tickets
- Managing the client's expectations with ongoing tickets
- Ensure all client related problems are logged correctly
- Inform the Tier 2 Manager of any tickets requiring escalations
- Working with client's 3rd party suppliers and vendors when appropriate
- Adhere to all company policies and procedures
- Ensuring that all role related KPI's are met
- Logging, managing, and resolving client IT issues
- Maintain and improve cloud infrastructure
- Composing Requests for Change
- Manage all client on/offboarding's, ensuring all tasks are complete
- Maintain all client documentation ensuring it is relevant
- Undertake any other reasonable duties as required to meet the needs of the business
Person Specification
Minimum
- Excellent knowledge in Windows 11 installation and configuration
- Excellent knowledge with MacOS installation and configuration
- Excellent knowledge with Microsoft 365 administrative suite - Intune/SharePoint/Teams/Exchange/Entra ID etc
- Exposure to Email filter technologies - Mimecast/Barracuda/Sophos Email Gateway
- Exposure to Microsoft Server OS and server roles - 2016/2019/2022/2025
- Exposure and troubleshooting knowledge with networking related items - firewalls/switches/wireless etc
- 2+ years' experience working with medium-large businesses
- Excellent knowledge of user & group management (on-premises/Entra)
- Excellent knowledge of scripting and RPA automations
- Ability to learn on your feet
- Strong communication skills
- Excellent troubleshooting and problem resolution skills
- Excellent customer experience
- Positive attitude to work
- Strive to continuous improvement
- Able to work independently under pressure
- Minimum of 3 years' IT experience in a corporate or services environment
- Driving license and own transport
- Ability to obtain DBS certificate
Desirable
- Sophos Central/XG Firewall Certifications (Engineer or Architect)
- Microsoft MS-102, MD-102, MS-700, AZ-900 Certifications
- Apple Certified Support Certifications
- Comptia A+
- Wireless management - Ubiquiti, Meraki, etc
- Group policy/Intune policy management - deployment or management
Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the position.
2nd Line MSP Engineer - Flexible Hours & Benefits in Abingdon employer: PLANET RECRUITMENT SERVICES LTD
Join a dynamic team as a 2nd Line MSP Engineer in Abingdon, where we prioritise employee well-being with flexible working hours, generous holiday allowances, and a range of benefits including a Bupa Cash Plan and discounted gym memberships. Our supportive work culture fosters professional growth, offering opportunities to mentor apprentices and engage in continuous improvement initiatives, making it an ideal environment for those seeking meaningful and rewarding employment.
Contact Details:
PLANET RECRUITMENT SERVICES LTD Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line MSP Engineer - Flexible Hours & Benefits in Abingdon
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at local tech meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to IT support. We recommend role-playing with a friend or using online resources to boost your confidence.
✨Tip Number 3
Showcase your skills! If you’ve got any projects or achievements, make sure to highlight them during interviews. We love seeing real-world examples of how you’ve tackled challenges.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we’re always looking for passionate individuals to join our team!
We think you need these skills to ace 2nd Line MSP Engineer - Flexible Hours & Benefits in Abingdon
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the 2nd Line Engineer role. Highlight your experience with Windows 11, MacOS, and Microsoft 365, as these are key areas for us. Use specific examples to show how you've tackled similar challenges in the past.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Share why you're excited about the role and how your skills align with our needs. Don't forget to mention your customer service experience and problem-solving skills, as these are crucial for us.
Show Off Your Technical Skills:In your application, be sure to showcase your technical expertise. Mention any relevant certifications or experiences with networking, scripting, and cloud infrastructure. We love seeing candidates who can hit the ground running!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any updates. Plus, it’s super easy to do!
How to prepare for a job interview at PLANET RECRUITMENT SERVICES LTD
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows 11, MacOS, and Microsoft 365. Be ready to discuss your experience with these systems and any troubleshooting you've done. The more specific examples you can provide, the better!
✨Show Off Your Communication Skills
As a 2nd Line Engineer, you'll be the first point of contact for clients. Practice explaining technical issues in simple terms. Think about how you would communicate with someone who isn't tech-savvy and be prepared to demonstrate this during the interview.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific IT issues or client interactions. Think through potential scenarios you might face in the role and how you would resolve them. This shows you're proactive and ready for the challenges ahead.
✨Highlight Your Team Spirit
You'll be working closely with Tier 1 engineers and apprentices, so it's important to show that you can collaborate effectively. Share examples of how you've supported team members in the past and how you contribute to a positive work environment.
