At a Glance
- Tasks: Resolve IT issues for clients, both remotely and in-person, while managing multiple support tickets.
- Company: Established IT managed services provider with a collaborative team culture.
- Benefits: Competitive salary, additional holiday allowance, birthday day off, and company events.
- Other info: Regular travel to client sites in London and occasional European travel required.
- Why this job: Join a dynamic environment and enhance your technical skills while making a real impact.
- Qualifications: 2 years of IT support experience in an MSP environment is essential.
The predicted salary is between 40500 - 49500 £ per year.
We are an established IT managed services provider seeking a skilled support professional to join our team. The ideal candidate will be confident resolving a broad range of computing, networking, and cloud-based challenges for our clients. In this role, you'll work across a broad mix of client industries, gaining exposure to varied technical environments through both remote support and hands-on, in-person work. You'll take ownership of technical issues from start to finish, applying strong problem-solving skills while managing your time and workload effectively. This is a great opportunity to join a collaborative team that values individual initiative, and to build your technical skillset in a dynamic environment. If you're passionate about delivering outstanding IT support, we'd love to hear from you.
Key Responsibilities:
- Visit London-based clients on a regular basis to resolve day-to-day IT issues, working closely with the in-house team and ticketing systems.
- Manage workload effectively, prioritising multiple open tickets while meeting SLA targets for incidents, requests, and problems.
- Provide technical maintenance and support for all IT hardware and software used by end users.
- Assume complete technical responsibility for incidents, requests, and problems, conducting comprehensive diagnostics with end users to facilitate ticket resolution and project completion.
- Carry out regular maintenance and patching across infrastructure, endpoints, and servers.
- Act as an escalation point for support calls from other tiers, ensuring timely, well-managed handling through to resolution.
- Deliver onsite technical support, engaging confidently and professionally with stakeholders at all levels of the organisation.
- Occasional travel to European clients as business needs require.
Personal Attributes:
- The ideal candidate can explain technical concepts clearly to non-technical users, and brings patience and empathy to supporting end-users through IT difficulties.
- Customer-centric approach, with a genuine commitment to prioritising client needs.
- Strong client interaction skills, both verbal and written.
- Logical, systematic approach to troubleshooting technical issues.
- Excellent time management and ability to prioritise effectively and work within deadlines.
- Quick to research and learn new technologies and solutions, even under pressure.
- Strong team player, sharing knowledge and expertise to support wider team collaboration.
- Previous experience in a similar role at an IT Managed Service Provider (MSP), such as Second Line IT Support or IT Field Engineer. MSP experience is essential. Candidates without MSP background will not be considered for this role.
Desirable Technical Exposure:
- Experience with the following is advantageous, though not exhaustive:
- Windows Server & Windows Desktop
- Microsoft 365
- DNS, DHCP, Group Policy
- Backup - configuration, maintenance, and troubleshooting
- Networking (switches, subnets, LAN/WAN, DNS)
LOCATION & SALARY
Our office is based in N1, London. Candidates must reside within a reasonable commuting distance, as this role requires regular travel to client sites across London alongside office-based work. Please note this position is fully on-site, it is not hybrid or remote. Salary is negotiable, depending on experience.
Job Type: Full-time, Permanent
Schedule: Monday to Friday
- Company events
- Cycle to work scheme
- Length-of-service bonus structure
- Birthday day off
- Additional holiday allowance based on length of service
Experience: IT Support in an MSP environment: 2 years (required)
2nd Line Support Engineer employer: Purple Matrix
As an established IT managed services provider located in the heart of London, we pride ourselves on fostering a collaborative work culture that values individual initiative and professional growth. Our team enjoys a range of benefits including a cycle to work scheme, additional holiday allowances based on length of service, and unique perks like a birthday day off, all while working in a dynamic environment that encourages skill development across diverse technical challenges. Join us to make a meaningful impact in delivering outstanding IT support to our clients.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Support Engineer
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Purple Matrix values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Purple Matrix might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Purple Matrix!
✨Direct Apply to Purple Matrix
Let's not forget to apply directly through the Purple Matrix website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 2nd Line Support Engineer
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Purple Matrix.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Purple Matrix. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Purple Matrix
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
