Company: Managed Service Provider: 160+ Staff - Certifications Paid for
Location: Basildon (Hybrid)
My client is looking for a 2nd/3rd Line Support Engineer acts as an escalation point for complex technical issues (via remote support)
- Provide 2nd/3rd Line technical support to customers across a range of technologies.
- Support end-users with remote support 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.
- Troubleshooting networking, wi‑fi, connectivity, VoIP and security issues
- Taking part with on-boarding 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.
- 4+ Years previous experience in an MSP environment.
- Proven experience in a 2nd line IT support role
- 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.
- Good at creating and keeping documentation up to date.
- Ability to prioritise workload in a fast‑paced, SLA‑driven environment
- Excellent communicator and interpersonal skills
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2nd/3rd Line Support Engineer in Basildon employer: TSR Select
As a leading IT Managed Services Provider based in the heart of London, we pride ourselves on fostering a supportive and collaborative work culture that prioritises employee well-being and growth. With a hybrid working model, our Customer Success Managers enjoy the flexibility of working from home while also benefiting from in-person collaboration in our vibrant office environment. We offer competitive salaries, commission bonuses, and opportunities for professional development, making us an excellent employer for those seeking a meaningful career in the creative agency sector.
