At a Glance
- Tasks: Join our team as a Level 2 Support Engineer, tackling technical challenges daily.
- Company: Virtuoso is an award-winning IT service provider, simplifying technology for businesses since 2011.
- Benefits: Enjoy funded training, flexible hours, 25 days leave, and fun social events like axe-throwing!
- Other info: Work full-time in our modern office with great facilities and a gaming console for breaks.
- Why this job: Be part of a dynamic culture that values personal development and teamwork in a tech-driven environment.
- Qualifications: 2+ years in customer-facing support, with a passion for Microsoft technologies and excellent communication skills.
The predicted salary is between 28800 - 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. The successful candidate will have 2+ years' experience working in a customer facing service desk environment, ideally within an outsourced/managed service organisation.
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.
Skills & Experience
- Must have 2+ 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.
- 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.
Location/Travel
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).
Benefits
We 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.
- 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.
About Virtuoso
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.
Level 2 Support Engineer in West Malling employer: Virtuoso UK
At Virtuoso, we pride ourselves on being an exceptional employer, offering a vibrant work culture in our modern West Malling offices. With a strong focus on employee development through fully-funded training and a commitment to flexibility, we ensure our team members thrive both personally and professionally. Join us for exciting social events and a collaborative environment where your contributions are valued and rewarded.
StudySmarter Expert Advice🤫
We think this is how you could land Level 2 Support Engineer in West Malling
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Microsoft Cloud Technologies, Azure, and Microsoft 365. Having hands-on experience or relevant projects to discuss can really set you apart during the interview.
✨Tip Number 2
Brush up on your troubleshooting skills, especially for endpoint, server, application, and network issues. Be prepared to share examples of how you've successfully resolved similar issues in past roles, as this will demonstrate your capability as a Level 2 Support Engineer.
✨Tip Number 3
Since communication is key in this role, practice articulating complex technical concepts in simple terms. This will help you convey your ideas clearly during interviews and show that you can effectively support customers.
✨Tip Number 4
Engage with the company’s culture by researching their social events and training opportunities. Mentioning your enthusiasm for their team activities and commitment to personal development can make a positive impression during your interview.
We think you need these skills to ace Level 2 Support Engineer in West Malling
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your 2+ years of experience in a customer-facing service desk role. Emphasise any relevant skills, such as troubleshooting endpoint and network issues, and mention specific technologies like Microsoft 365 and Azure.
Craft a Strong Cover Letter:In your cover letter, express your enthusiasm for the Level 2 Support Engineer position. Discuss your experience with managed service providers and how your skills align with the key accountabilities listed in the job description.
Showcase Communication Skills:Since excellent communication is crucial for this role, provide examples in your application that demonstrate your written and verbal communication abilities. This could include experiences where you successfully resolved customer issues or trained team members.
Highlight Relevant Certifications:If you hold any Microsoft Intermediate/Expert Level certifications or are pursuing them, make sure to mention this in your application. This shows your commitment to professional development and aligns with the company's expectations.
How to prepare for a job interview at Virtuoso UK
✨Showcase Your Technical Skills
Make sure to highlight your experience with Microsoft Cloud Technologies, Azure, and other relevant tools during the interview. Be prepared to discuss specific examples of how you've resolved technical issues in the past.
✨Demonstrate Customer Service Excellence
Since this role involves a lot of customer interaction, be ready to share instances where you provided exceptional support. Discuss how you handled difficult situations and ensured customer satisfaction.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Prepare to walk through your thought process when troubleshooting common issues related to endpoint, server, or network problems.
✨Emphasise Team Collaboration
As a Level 2 Support Engineer, you'll be mentoring others and working closely with your team. Share experiences that demonstrate your ability to collaborate effectively and lead by example.
