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- Tasks: Resolve complex technical issues and support clients in a fast-paced environment.
- Company: Dynamic Managed Services Provider based in Thatcham, Berkshire.
- Benefits: Competitive salary, training opportunities, and a collaborative team culture.
- Other info: Great opportunity for career growth and mentoring junior engineers.
- Why this job: Join a team where your skills make a real difference for clients every day.
- Qualifications: Experience in IT support, especially with Windows and Microsoft 365.
The predicted salary is between 30000 - 40000 £ per year.
We are looking for a skilled and motivated 2nd Line Support Engineer to join our Managed Services Support Team. This role is critical in supporting our clients by acting as the escalation point for incidents and service requests that our 1st Line team cannot resolve.
Working in a fast-paced MSP environment, you will support a wide range of customer infrastructures and technologies, resolving complex issues across servers, networks, Microsoft 365, and endpoint environments. You will play a key role in maintaining high service quality, ensuring SLA compliance, and delivering an excellent customer experience.
Responsibilities
- Take ownership of technical incidents and service requests through to resolution.
- Act as the escalation point for 1st Line Support.
- Manage Incidents, Problems, Changes, Requests and Events using Rocs Service Management platform.
- Respond to alerts from proactive monitoring systems.
- Perform troubleshooting across servers, networks, Microsoft 365 and endpoint environments.
- Maintain accurate and timely updates within all service tickets.
- Monitor and maintain customer systems to meet defined SLAs.
- Work closely with 1st and 3rd line engineers to ensure smooth escalation and resolution.
- Identify, assess, and manage security vulnerabilities across customer environments.
- Liaise with third-party suppliers and vendors when required.
- Maintain and contribute to technical documentation and knowledge base articles.
- Build strong working relationships with customers, partners, and internal teams.
- Assist with mentoring or training junior engineers when required.
Skills & Technical Knowledge
Essential
- Windows Server and Desktop OS (Windows 10/11, Server 2016+)
- Microsoft 365 administration
- Azure AD / Intune / MDM
- Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
- Active Directory, Group Policy, Exchange (on-prem and online)
- Virtualisation (Hyper-V or VMware)
- Endpoint management (Intune)
- Backup technologies (e.g., Veeam or cloud backup solutions)
Desirable
- Exchange Server (2003-2019)
- Microsoft SQL
- Citrix support
- PowerShell scripting
- Microsoft Teams and SharePoint administration
- RMM and monitoring tools
- Web filtering technologies
- Anti-malware and antivirus platforms
Experience & Qualifications
Essential
- ITIL Foundation
- 2-3 years experience in a technical support role
- Experience working within an MSP or multi-client environment
- Exposure to RMM monitoring and management platforms
Desirable
- Microsoft certifications
- Azure Fundamentals certification
- Experience with ServiceNow or similar ITSM tools
- Experience supporting cloud services
- Experience with server builds, migrations, or desktop refresh projects
2nd Line Support Engineer in Thatcham employer: Roc Technologies
Contact Detail:
Roc Technologies Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Engineer in Thatcham
✨Tip Number 1
Network, network, network! Get out there and connect with people in the industry. Attend local tech meetups or online webinars to meet potential employers and fellow engineers. You never know who might have a lead on your dream job!
✨Tip Number 2
Show off your skills! Create a portfolio or a GitHub repository showcasing your projects and troubleshooting successes. This gives you a chance to demonstrate your expertise in Windows Server, Microsoft 365, and more, making you stand out from the crowd.
✨Tip Number 3
Prepare for interviews by brushing up on common technical questions related to 2nd Line Support. Practice explaining your thought process when troubleshooting issues, as this will show employers how you tackle problems in real-time.
✨Tip Number 4
Don’t forget to apply through our website! We’re always on the lookout for talented individuals like you. Plus, it’s a great way to ensure your application gets seen by the right people in our Managed Services Support Team.
We think you need these skills to ace 2nd Line Support Engineer in Thatcham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with Windows Server, Microsoft 365, and any relevant technical skills. We want to see how your background aligns with the role of a 2nd Line Support Engineer, so don’t hold back on showcasing your expertise!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about joining our Managed Services Support Team. Share specific examples of how you've tackled complex issues in the past, especially in an MSP environment.
Showcase Your Problem-Solving Skills: In your application, highlight instances where you've taken ownership of incidents and resolved them effectively. We love candidates who can demonstrate their troubleshooting prowess across various technologies, so make sure to include those details!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to submit all your documents in one go. Plus, we love seeing applications come through our own platform!
How to prepare for a job interview at Roc Technologies
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Windows Server, Microsoft 365, and networking fundamentals. Be ready to discuss specific scenarios where you've resolved complex issues, as this will show your hands-on experience.
✨Showcase Your Problem-Solving Skills
Prepare to share examples of how you've taken ownership of incidents and service requests in the past. Highlight your approach to troubleshooting and how you ensure timely resolutions while maintaining high service quality.
✨Familiarise Yourself with the Tools
Get comfortable with Rocs Service Management platform and any other tools mentioned in the job description. If you have experience with ITSM tools like ServiceNow, be ready to discuss how you've used them to manage incidents and changes effectively.
✨Demonstrate Teamwork and Communication
Since you'll be working closely with 1st and 3rd line engineers, it's crucial to show that you can collaborate well. Prepare to talk about how you've built strong relationships with colleagues and customers, and how you handle escalations smoothly.