At a Glance
- Tasks: Support and resolve IT issues for clients while managing incidents and requests.
- Company: Join a top UK tech specialist recognised for its outstanding workplace culture.
- Benefits: Enjoy 25+ days holiday, flexible working, health plans, and gym discounts.
- Other info: Be part of a supportive team with opportunities for continuous improvement.
- Why this job: Make a real impact in a dynamic environment with excellent career growth.
- Qualifications: 2+ years IT experience, strong troubleshooting skills, and knowledge of Windows and MacOS.
The predicted salary is between 37000 - 37000 £ per year.
Position: 2nd Line Engineer
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
About the Employer:
Work for one of the UK's leading technology specialists, proudly recognised as a World Class Place to Work by Best Companies, a nationally respected benchmark for employee engagement and workplace excellence. They were also ranked as the Technology Company to Work For in the UK, reflecting culture, our people, and our commitment to being an employer of choice.
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
Equal Opportunities:
Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer.
2nd Line Engineer - Managed Services Provider. Job in Southmoor LilyLifestyle Jobs employer: United Cerebral Palsy of Georgia
Join one of the UK's leading technology specialists, celebrated for its exceptional work culture and commitment to employee engagement. With a range of benefits including flexible working, generous holiday allowance, and opportunities for professional growth, this role as a 2nd Line Engineer in Abingdon offers a rewarding environment where your contributions are valued and recognised.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Engineer - Managed Services Provider. Job in Southmoor LilyLifestyle Jobs
✨Tip Number 1
Get your networking game on! Reach out to current employees at the company through LinkedIn or other platforms. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview like it’s a big exam. Research the company culture and their recent projects. Tailor your answers to show how your skills in Windows, MacOS, and Microsoft 365 can directly benefit them.
✨Tip Number 3
Practice common interview questions with a mate or in front of the mirror. Focus on your troubleshooting skills and how you've resolved issues in the past. Confidence is key, so make sure you’re ready to shine!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression. And remember, apply through our website for the best chance at landing that 2nd Line Engineer role!
We think you need these skills to ace 2nd Line Engineer - Managed Services Provider. Job in Southmoor LilyLifestyle Jobs
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 skills we're looking for. We want to see how your background fits with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your skills can help us support our clients effectively. Keep it concise but impactful!
Show Off Your Problem-Solving Skills:In your application, give examples of how you've tackled IT issues in the past. We love candidates who can demonstrate strong troubleshooting and problem resolution skills, so don't hold back on sharing your success stories!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you're keen to join our team!
How to prepare for a job interview at United Cerebral Palsy of Georgia
✨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 can demonstrate your ability to manage client expectations and keep them updated on ticket statuses.
✨Prepare for Scenario Questions
Expect questions that ask how you'd handle specific IT issues or client interactions. Think through some common scenarios you might face and how you'd resolve them. This will show your problem-solving skills and ability to think on your feet.
✨Highlight Your Continuous Improvement Mindset
The employer values a positive attitude towards continuous improvement. Be prepared to discuss how you've contributed to process improvements in previous roles. Share examples of how you've learned from challenges and applied those lessons to enhance your work.
