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- Tasks: Provide top-notch IT support and troubleshoot complex tech issues for diverse users.
- Company: Join a dynamic helpdesk team in a forward-thinking tech environment.
- Benefits: Enjoy hybrid working, professional growth, and special leave for birthdays and Christmas.
- Why this job: Make a real impact by resolving tech challenges and enhancing user experiences.
- Qualifications: Experience in IT support, strong communication skills, and a team-oriented mindset.
- Other info: Great opportunities for training and career advancement in a collaborative setting.
The predicted salary is between 28800 - 43200 £ per year.
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
- Hybrid Working, 3 days office based, 2 days from home.
- Company Pension Scheme.
- Life Assurance.
- Professional Growth Opportunities and Training Available.
- Special Leave for birthdays and Christmas.
- On-site Parking.
- Employee Assistance Programme.
Second Line IT Support Engineer in Waterlooville 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 in Waterlooville
✨Tip Number 1
Network, network, network! Reach out to your connections in the IT world and let them know you're on the hunt for a Second Line IT Support Engineer role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those tricky technical interviews! Brush up on your troubleshooting skills and be ready to demonstrate your knowledge of Microsoft 365, Azure, and network infrastructure. We want to see you shine when it comes to solving complex issues.
✨Tip Number 3
Don’t forget to showcase your customer service skills! As a Second Line IT Support Engineer, you'll need to communicate effectively with users. Practice explaining technical concepts in simple terms to show that you can bridge the gap between tech and non-tech folks.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to connect directly with us. Let’s get you that dream job!
We think you need these skills to ace Second Line IT Support Engineer in Waterlooville
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with IT support and troubleshooting. We want to see how you've handled escalated issues and your familiarity with tools like Microsoft 365 and Azure.
Show Off Your Communication Skills: Since this role involves a lot of communication, especially when escalating issues, make sure your written application reflects your ability to convey complex information clearly. We love a good communicator!
Highlight Teamwork Experience: We’re all about collaboration here at StudySmarter. Share examples of how you’ve worked in a team to resolve technical issues or improve processes. It’ll show us you’re a great fit for our culture.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get you into our system quickly. We can’t wait to hear from you!
How to prepare for a job interview at Workshop Recruitment
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around troubleshooting hardware and software issues. Be ready to discuss your experience with Microsoft 365 products and Azure resources, as these are key areas for the role.
✨Showcase Your Problem-Solving Skills
Prepare to share specific examples of complex incidents you've resolved in the past. Highlight your approach to root cause analysis and how you’ve prevented issues from recurring, as this will demonstrate your proactive mindset.
✨Communicate Clearly and Effectively
Since communication is crucial in this role, practice articulating your thoughts clearly. Be prepared to explain technical concepts in a way that non-technical users can understand, showcasing your customer-focused attitude.
✨Familiarise Yourself with ITIL and Cyber Essentials
Understanding frameworks like ITIL and Cyber Essentials is essential. Brush up on these concepts and be ready to discuss how you’ve applied them in previous roles, as this will show your commitment to quality service and compliance.
