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- Tasks: Lead technical support, troubleshoot issues, and mentor junior team members in a dynamic IT environment.
- Company: Join Virtuoso, an award-winning IT service provider empowering businesses with Microsoft Cloud solutions since 2011.
- Benefits: Enjoy funded training, flexible hours, 25 days leave, quarterly bonuses, and subsidised gym membership.
- Why this job: Dive into DevOps, enhance your skills, and be part of a vibrant office culture with fun social events.
- Qualifications: 3+ years in customer-facing support, knowledge of Microsoft technologies, and a passion for learning.
- Other info: Full-time role based in West Malling, with opportunities for personal development and growth.
The predicted salary is between 30000 - 42000 £ per year.
We are looking for an experienced Level 2 Support Engineer to join our organisation based at our offices in West Malling, Kent, working within the Enterprise Co-Managed Services team in a fast-paced IT Managed Services environment. This opportunity offers a learning path into the world of DevOps and Infrastructure as Code (IaC), working with one of our senior architects on the management and maintenance of Azure platform services.
The successful candidate will have at least 3+ years' experience working in a customer facing service desk environment, ideally within an outsourced/managed service organisation. They will possess a robust engineering-mindset and be deeply interested in learning as well as training junior teammates.
Key Accountabilities- Acting as Technical Lead for the team for all current and new supported products.
- Analysing, troubleshooting, and resolving endpoint, server, application and network issues.
- Acting as a point of escalation from Level 1 Support Analysts.
- Provide in-depth training and mentoring of team members.
- Providing support to many different end-customers, ensuring timely resolution of incidents, and great customer satisfaction.
- Managing infrastructure within Azure.
- Analysing, troubleshooting, and resolving end user customer issues for Microsoft 365, MaaS360, McAfee, Sophos & Microsoft Teams Calling.
- Liaising with various 3rd party vendors to coordinate incident resolution.
- Update documentation for the Knowledge Base (IT Glue).
- Completing project tasks.
- Must have 3+ years' experience working in a customer-facing service desk support role, ideally an MSP.
- Must hold or have desire to hold Microsoft Intermediate/Expert Level certifications.
- Good knowledge of PowerShell scripting with a desire to develop this further.
- Knowledge of / desire to learn Bicep and DevOps methodologies.
- In-depth knowledge of Microsoft Cloud Technologies.
- Excellent communication skills, both written and verbal.
- Understanding of cyber security concepts and solutions.
- Knowledge of Azure, Intune, SCCM, Active Directory, Microsoft Teams Phone, MaaS360, is desirable.
- Have used remote management and monitoring tools.
- Intermediate knowledge of network technologies (TCP/IP, DNS, DHCP etc.).
- Be able to create and maintain operational support documentation.
Full time office based at our offices in Kings Hill, West Malling, ME19 4AE. Hours: 37.5 hours per week + On-Call Cover Allowance (on rotation across the team).
BenefitsWe are committed to creating great jobs for great people, and provide:
- Funded Training and Development - Our people's personal development is extremely important to us. Fully-paid technical courses, training and exams are available, related to your individual roles. We’re also open to hearing about what you would like to learn about so that we can provide what you need to develop.
- Flexibility - We strive to be a great place to work, providing flexible work hours, great holiday entitlement and paid parental leave. 25 days paid annual leave plus additional long service leave.
- Quarterly Bonus - We operate a discretionary quarterly bonus scheme based on individual, team and company performance.
- Subsidised Gym Membership - Stay active with our subsidised gym membership, part of our commitment to your wellbeing.
- Social Club - We hold monthly social events such as axe-throwing, bowling, go-karting and immersive gaming organised by our team.
- Great Office Culture - Modern offices with great facilities, including drinks fridge, coffee machine, snacks and fruit. Gaming console for breaks and competitions.
Virtuoso is an award-winning IT service provider, supporting ambitious businesses globally since 2011. We are a technology-driven business, strengthened by our culture and commitment to serving customers. Businesses work with us because we take the complex and make it simple. We help customers harness the power of the Microsoft Cloud. Our managed technology services get the right balance of cloud platforms and traditional IT working together for them. From strategy and design, to delivery and support, our team of technical experts work 24/7, 365 days a year, empowering businesses with the cloud advantage.
2nd Line Technical Support Engineer employer: Virtuoso IT Limited
Contact Detail:
Virtuoso IT Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Technical Support Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Azure, Microsoft 365, and PowerShell. Having hands-on experience or even personal projects showcasing your skills in these areas can set you apart from other candidates.
✨Tip Number 2
Network with current or former employees of Virtuoso on platforms like LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during interviews.
✨Tip Number 3
Prepare to discuss your experience in customer-facing roles, particularly how you've handled challenging situations. Be ready to share specific examples that demonstrate your problem-solving skills and ability to maintain customer satisfaction.
✨Tip Number 4
Show your enthusiasm for continuous learning by mentioning any relevant certifications or courses you're pursuing. This aligns well with Virtuoso's commitment to training and development, making you a more attractive candidate.
We think you need these skills to ace 2nd Line Technical Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your 3+ years of experience in a customer-facing service desk environment. Emphasise any relevant technical skills, especially those related to Azure, Microsoft 365, and PowerShell scripting.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your engineering mindset and your eagerness to learn and mentor others, as these are key attributes they are looking for.
Showcase Relevant Experience: When detailing your work experience, focus on specific examples where you analysed, troubleshot, and resolved technical issues. Highlight any instances where you acted as a point of escalation or provided training to team members.
Highlight Continuous Learning: Since the role offers a learning path into DevOps and Infrastructure as Code, mention any relevant certifications you hold or are pursuing. This shows your commitment to professional development and aligns with their values.
How to prepare for a job interview at Virtuoso IT Limited
✨Showcase Your Technical Skills
Make sure to highlight your experience with Azure, Microsoft 365, and any relevant technologies during the interview. Be prepared to discuss specific examples of how you've resolved technical issues in the past.
✨Demonstrate Your Customer Service Experience
Since this role involves a lot of customer interaction, share stories that illustrate your ability to handle customer queries effectively. Emphasise your communication skills and how you ensure customer satisfaction.
✨Express Your Willingness to Learn
The company values continuous learning, so express your enthusiasm for developing new skills, especially in areas like DevOps and Infrastructure as Code. Mention any relevant courses or certifications you are pursuing or plan to pursue.
✨Prepare for Scenario-Based Questions
Expect to be asked about how you would handle specific technical scenarios or customer issues. Practise articulating your thought process and problem-solving approach clearly, as this will demonstrate your engineering mindset.
