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For Companies At a Glance
- Tasks: Provide advanced IT support and troubleshoot complex issues for diverse users.
- Company: Join a dynamic helpdesk team focused on delivering top-notch IT solutions.
- Benefits: Enjoy hybrid working, professional growth opportunities, and a supportive work environment.
- Why this job: Be part of a collaborative culture that values your input and enhances user experiences.
- Qualifications: Experience in IT support, strong communication skills, and knowledge of ITIL frameworks required.
- Other info: Special leave for birthdays and Christmas, plus volunteer days to give back.
We are seeking an experienced and dynamic Second Line IT Engineer to join a busy helpdesk team. This role serves as a primary escalation point to ensure the resolution of escalated tickets and changes within contracted service levels. They will also be responsible for remediating vulnerabilities and applying security configurations. You will provide a high level of technical support to a wide range of users, spanning across different industries. The role demands a commitment to resolving complex incidents and requests while contributing to maintenance and project initiatives, enhancing customer platforms and services.
Main Duties
- Handle escalated issues from first-line support that require a deeper level of technical expertise.
- Perform advanced troubleshooting of hardware, software, network, and system-related issues.
- Coordinate with third-line engineers or external vendors when necessary to resolve complex issues.
- Ensure proper communication and information transfer when escalating issues, providing all necessary details to facilitate fast resolution.
- Perform root cause analysis on recurring or complex issues to prevent future occurrences.
- Provide reports and documentation on findings to management and other teams for further review or corrective action.
- Ensure that all incidents and requests are handled in accordance with established SLAs.
- Follow compliance, security, and quality assurance guidelines during troubleshooting and system changes.
Skills and Knowledge
- Customer focused and have a genuine desire to provide a quality service.
- Excellent written and verbal communication skills.
- A team player who can contribute to a collaborative working environment.
- An understanding of ITIL and Cyber Essentials frameworks.
- Endpoint support for Microsoft Windows and Apple Mac devices, with a focus on troubleshooting and ensuring user productivity.
- Proficiency in the support and management of Microsoft 365 products, including but not limited to Exchange, SharePoint, OneDrive, and Intune.
- Management of Azure resources such as Azure Session Desktops and Azure files.
- Windows Server administration including Active Directory, Group Policy, DHCP and DNS.
- Solid understanding of network infrastructure, including DNS, Wi-Fi, VLANs, and VPNs, with an ability to troubleshoot connectivity issues.
- Experience with VOIP technologies, particularly Microsoft Teams telephony, and its integration within the MSP environment.
Salary and Benefits
- £27-28K
- Hybrid Working, 3 days office based, 2 days from home
- Company Pension Scheme
- Life Assurance
- Private Healthcare
- Professional Growth Opportunities and Training Available
- 20 days holiday plus bank holidays
- Special Leave for birthdays and Christmas
- On-site Parking
- Volunteer Days
- Employee Assistance Programme
Second Line IT Support Engineer employer: Workshop Recruitment
Contact Detail:
Workshop Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Second Line IT Support Engineer
✨Tip Number 1
Familiarise yourself with ITIL and Cyber Essentials frameworks, as these are crucial for the role. Understanding these concepts will not only help you in interviews but also demonstrate your commitment to best practices in IT support.
✨Tip Number 2
Brush up on your troubleshooting skills, especially for Microsoft Windows and Apple Mac devices. Being able to showcase your hands-on experience with these systems during discussions can set you apart from other candidates.
✨Tip Number 3
Prepare to discuss your experience with Azure resources and Microsoft 365 products. Highlight specific instances where you've managed or supported these technologies, as this will resonate well with the hiring team.
✨Tip Number 4
Demonstrate your customer-focused approach by sharing examples of how you've resolved complex issues while maintaining excellent communication. This is key in a role that requires collaboration and effective information transfer.
We think you need these skills to ace Second Line IT Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly any roles where you've handled escalated issues or provided advanced troubleshooting. Use specific examples that demonstrate your technical skills and customer service focus.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your understanding of ITIL and Cyber Essentials frameworks, and how your experience aligns with the responsibilities outlined in the job description.
Showcase Technical Skills: Clearly list your technical skills related to Microsoft 365, Azure resources, and network infrastructure. Provide examples of how you've successfully resolved complex issues in previous roles, as this will demonstrate your capability for the position.
Proofread Your Application: Before submitting, carefully proofread your application materials. Ensure there are no spelling or grammatical errors, and that your communication is clear and professional. This reflects your attention to detail, which is crucial for an IT support role.
How to prepare for a job interview at Workshop Recruitment
✨Showcase Your Technical Expertise
Be prepared to discuss your experience with troubleshooting hardware, software, and network issues. Highlight specific examples where you've resolved complex incidents, as this will demonstrate your capability to handle escalated tickets effectively.
✨Understand ITIL and Cyber Essentials
Familiarise yourself with the ITIL framework and Cyber Essentials guidelines. Being able to articulate how these frameworks apply to your work will show that you are committed to quality service and compliance in your role.
✨Communicate Clearly
Excellent communication skills are crucial for this role. Practice explaining technical concepts in simple terms, as you'll need to convey information clearly to both users and team members when escalating issues.
✨Demonstrate a Customer-Focused Attitude
Emphasise your commitment to providing high-quality customer service. Share examples of how you've gone above and beyond to ensure user satisfaction, as this aligns with the company's focus on enhancing customer platforms and services.
