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- Tasks: Provide 2nd/3rd line IT support and lead technical projects.
- Company: Join Viper IT, a dynamic Managed Service Provider with a collaborative culture.
- Benefits: Salary up to £35,000, stunning office by the beach, and ongoing training.
- Other info: Enjoy a friendly environment with social events and modern office facilities.
- Why this job: Solve complex tech problems and mentor junior engineers while making an impact.
- Qualifications: Experience in 2nd/3rd line support and strong customer service skills.
The predicted salary is between 35000 - 35000 £ per year.
Location: Southwick • Full-time, Office-based
About Viper IT
Viper IT are an established Managed Service Provider (MSP) founded in 2001. We support a diverse portfolio of clients both locally and internationally, operating in a dynamic and ever-evolving technology landscape. With a service desk team of 16, we take pride in our collaborative culture, technical excellence, and commitment to delivering exceptional outcomes for our customers.
The Role
We are looking for an experienced and motivated 2nd/3rd Line IT Support Engineer to join our growing service desk. This is a key technical role for someone who thrives on solving complex problems, mentoring junior colleagues, and driving continuous improvement across our service delivery. You will be at the forefront of escalated technical issues and will play a meaningful role in project delivery and customer relationships.
What You'll Be Doing
- Providing 2nd and 3rd line technical support, handling escalations from the 1st line team with ownership through to resolution.
- Diagnosing and resolving complex infrastructure issues across Microsoft, networking, virtualisation, and cloud environments.
- Leading and contributing to technical projects, including deployments, migrations, and infrastructure upgrades.
- Acting as a technical mentor and escalation point for junior and 1st line engineers.
- Managing and prioritising your own ticket queue, ensuring SLAs are consistently met and exceeded.
- Maintaining and improving IT documentation, knowledge base articles, and runbooks.
- Engaging directly with clients to provide clear technical communication and outstanding customer service.
- Reporting into and collaborating closely with the senior management team on technical direction and service improvement.
- Undertaking occasional on-site client visits where required.
Requirements
What We're Looking For
- Proven experience in a 2nd/3rd line support role, ideally within an MSP environment.
- Strong ability to work independently, manage your own workload, and contribute effectively as part of a team.
- Composure and efficiency when working in a fast-paced environment with competing priorities.
- Exceptional customer service skills with the ability to communicate complex technical issues clearly to non-technical stakeholders.
- Deep experience with Microsoft technologies: Active Directory, Windows Server, DNS, DHCP, NPS, and Group Policy.
- Solid understanding of networking fundamentals and hands-on experience with firewalls, switches, routers, and Wi-Fi infrastructure.
- Strong working knowledge of Microsoft 365, including Entra ID (formerly Azure AD) and associated cloud services.
- Experience with storage solutions including NAS and SharePoint.
- Hands-on experience with virtualisation platforms such as VMware and/or Hyper-V.
- Familiarity with RMM (Remote Monitoring and Management) and PSA (Professional Services Automation) tooling.
- Experience with Document Management Systems is advantageous.
Benefits
What We Offer
- Salary up to £35,000 per annum, depending on experience.
- Access to pool vehicles for work-related activities.
- Stunning office location on the seafront by the Lady Bee Marina, with nearby cafés and beach access.
- Excellent transport links – 5 minutes from the train station and bus routes.
- Shared office parking, with free parking available nearby.
- Large, modern, air-conditioned offices with high-spec workstation setups and Nitro chairs.
- Friendly, supportive working environment with regular social events.
- Dedicated breakout space featuring pool, table tennis, and air hockey.
- Ongoing training and professional development support.
- Free drinks and snacks.
- Holiday entitlement that increases with length of service.
Ready to take the next step in your career? We’d love to hear from you.
2nd / 3rd Line IT Support Engineer in Southwick employer: The Learning People Uk
Contact Detail:
The Learning People Uk Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd / 3rd Line IT Support Engineer in Southwick
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, attend local meetups, or join online forums. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your projects and achievements. This is a great way to demonstrate your technical prowess and make a lasting impression on potential employers.
✨Tip Number 3
Prepare for interviews by practising common technical questions and scenarios. We recommend doing mock interviews with friends or using online platforms to get comfortable discussing your experience and problem-solving approach.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team at Viper IT.
We think you need these skills to ace 2nd / 3rd Line IT Support Engineer in Southwick
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 2nd/3rd Line IT Support Engineer role. Highlight your relevant experience with Microsoft technologies and any previous work in an MSP environment. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how you can contribute to our team. Be sure to mention any specific projects or achievements that showcase your problem-solving skills.
Show Off Your Communication Skills: Since you'll be engaging directly with clients, it's important to demonstrate your ability to communicate complex technical issues clearly. In your application, give examples of how you've successfully explained tech concepts to non-technical stakeholders.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the latest updates from us. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at The Learning People Uk
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft technologies, networking fundamentals, and virtualisation platforms. Be ready to discuss specific scenarios where you've diagnosed and resolved complex issues, as this will show your hands-on experience.
✨Show Off Your Customer Service Skills
Prepare examples that highlight your exceptional customer service abilities. Think about times when you communicated complex technical issues to non-technical stakeholders and how you ensured their understanding and satisfaction.
✨Demonstrate Problem-Solving Prowess
Be ready to tackle hypothetical technical problems during the interview. Practice explaining your thought process clearly and logically, as this will showcase your ability to handle escalated issues and mentor junior colleagues.
✨Engage with the Company Culture
Research Viper IT's collaborative culture and be prepared to discuss how you can contribute to it. Mention any experiences you have in team settings or how you've driven continuous improvement in previous roles, as this aligns with their values.