At a Glance
- Tasks: Provide top-notch technical support and troubleshoot complex Microsoft tech issues.
- Company: Leading Microsoft-focused Managed Services Provider with a dynamic culture.
- Benefits: Competitive salary, career growth, and opportunities for professional development.
- Other info: Collaborative environment with mentoring opportunities and exciting projects.
- Why this job: Join a passionate team and make a real impact on client satisfaction.
- Qualifications: Experience in 2nd line support and strong Microsoft technology skills.
The predicted salary is between 29000 - 35000 £ per year.
My client are a leading Microsoft-focused Managed Services Provider delivering exceptional IT support and solutions to a wide range of clients. As part of their ongoing growth, they are looking for a highly skilled and proactive 2nd Line Support Technician to join their team. If you are passionate about technology and looking to advance your career in a dynamic and client-focused environment, this could be the company for you!
Job Summary
As a 2nd/3rd Line Support Engineer, you will be responsible for handling more complex technical issue, either from direct client contact, or escalation. You will work with various Microsoft technologies, providing in-depth troubleshooting, proactive maintenance, and ensuring timely resolution of client issues. You will also be responsible for onboarding new clients and completing customer projects, including on-site work. You’ll play a key role in maintaining high customer satisfaction while working closely with the senior team for further escalations when necessary. As part of my client's commitment to delivering outstanding service, they expect their team to not only resolve technical issues, but also identify potential opportunities to enhance clients’ operations. This includes recommending appropriate hardware, software or service upgrades that align with the customer's needs, ensuring they are also benefitting from the best possible solutions.
Key Responsibilities
- Provide technical support: Troubleshooting complex issues across a variety of Microsoft technologies (Windows, Microsoft 365, Azure, etc.) and providing exceptional onsite and remote technical support to clients.
- Problem-solving and troubleshooting: Diagnose and resolve hardware, software, and network issues, ensuring minimal disruption to customers.
- Microsoft technology expertise: Manage and troubleshoot issues related to Microsoft 365, Azure, Active Directory, Microsoft Exchange, and Windows Server environments.
- Network troubleshooting: Investigate and resolve issues related to DNS, DHCP, firewalls, VPNs, and general network configurations.
- Actively identify and recommend improvements or enhancements to clients’ IT infrastructure, including hardware, software, and managed services.
- Build strong relationships with clients, understanding their evolving needs, and offering relevant technology solutions.
- Collaborate with the sales team to ensure seamless delivery of recommended products or services.
- Incident management: Take ownership of escalated tickets, ensuring all issues are resolved within the agreed service levels and maintaining excellent communication with clients throughout.
- Collaboration with senior and project teams: Escalate advanced issues to the senior team when necessary and assist in project implementations as needed.
- Documentation: Ensure all incidents, solutions, and client interactions are logged in the ticketing system and contribute to internal knowledge sharing.
- Mentoring: Assist in mentoring and supporting 1st line support staff by sharing knowledge and best practices when appropriate.
Required Skills and Experience
- Experience in a similar role: Solid experience in a 2nd line support role, preferably within a Managed Services Provider (MSP) environment.
- In-depth Microsoft knowledge: Strong technical skills with Windows Server, Microsoft 365 (including Exchange, SharePoint, and Teams), Azure AD, and Microsoft Active Directory.
- Networking: Comprehensive understanding of TCP/IP, DNS, DHCP, VPNs, firewalls, and router/switch configurations.
- Backup and disaster recovery: Familiarity with backup solutions, including configuration and troubleshooting.
- Excellent communication skills: Strong verbal and written communication skills, with the ability to interact effectively with clients and explain technical issues clearly.
- Customer service orientation: A proactive approach to delivering excellent customer service, ensuring high levels of client satisfaction.
- Problem-solving skills: Strong analytical and troubleshooting abilities, with a focus on root cause analysis.
Desirable Skills
- Virtualisation: Experience with virtualisation technologies such as Hyper-V or VMware.
- Microsoft certifications: Certifications such as Microsoft Certified: Azure Administrator, Microsoft 365 Certified: Enterprise Administrator, or equivalent.
- Cloud services: Experience with cloud platforms and services, particularly Microsoft 365.
- Security awareness: Understanding of IT security best practices, including firewall management, antivirus solutions, and data protection policies.
- Project experience: Exposure to IT project work, such as migrations, deployments, or upgrades.
Salary £34,000 - £40,000
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2nd / 3rd Line Support Engineer in Bracknell employer: XACT PLACEMENTS LIMITED
Join a dynamic team in Reading where your drive and ambition as a Sales Development Representative will be rewarded with an uncapped commission scheme and a comprehensive benefits package. Our supportive work culture fosters personal growth and development, providing you with the tools and opportunities to excel in your career while making a significant impact across ICT, Content Services, and Managed Print Solutions. Experience the thrill of winning new business in a collaborative environment that values innovation and success.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd / 3rd Line Support Engineer in Bracknell
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what XACT PLACEMENTS LIMITED values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges XACT PLACEMENTS LIMITED might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at XACT PLACEMENTS LIMITED!
✨Direct Apply to XACT PLACEMENTS LIMITED
Let's not forget to apply directly through the XACT PLACEMENTS LIMITED website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 2nd / 3rd Line Support Engineer in Bracknell
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at XACT PLACEMENTS LIMITED.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at XACT PLACEMENTS LIMITED. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at XACT PLACEMENTS LIMITED
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
