Hours of Work: Core hours are 9am to 5:30pm, Monday to Friday (flexible working and flexi-time policies can be requested after probation)
Requirements:
Minimum 2 years of experience in technical support
Server support experience
Must own a car with a full UK driving license
Full BPSS check may be carried out
Managed By: Managed Services Team Leader
About the Role
Careers Plus is currently seeking a 2nd Line Support Engineer on behalf of our client, a leading IT services company. This is an exciting opportunity for a proactive and customer-focused IT professional who is eager to join a dynamic team. The successful candidate will play a key role in providing outstanding IT support to a diverse range of clients.
Role Description
As a T2 Support Engineer, you will be an integral part of the managed services team, either based in the office or remotely at customer sites as required. Your primary responsibility will be to deliver exceptional IT support to clients efficiently and in accordance with service level agreements.
You will be responsible for handling managed services requests, prioritising and resolving them effectively. This role is essential to delivering a consistently high-quality customer experience.
Responsibilities
Daily tasks may include, but are not limited to:
Troubleshooting backup issues
Investigating bandwidth problems on client internet connections
Addressing critical incidents such as server outages
Responding to monitoring alerts raised by clients’ infrastructure
Person Specification
The ideal candidate will be a team player with a strong passion for IT and a customer-first approach. Our client values communication, excellence, responsibility, passion, and innovation. Successful candidates will demonstrate a can-do attitude, a commitment to high standards, the ability to take ownership, and a proactive approach to identifying and solving problems.
Essential Skills
Strong troubleshooting skills to diagnose and resolve a wide range of IT issues
Proficiency in system administration tasks, including user account management, group policy configurations, software installations, and basic network setups
Experience with remote support tools, communication platforms, and ticketing systems
Excellent customer service skills, with the ability to communicate technical concepts to non-technical users
Strong documentation skills to record support interactions, troubleshooting steps, and solutions
Effective time management skills to handle multiple support requests and meet SLAs
Ability to stay current with technology trends and adapt to new software, hardware, and troubleshooting techniques
Team collaboration skills to work with other support engineers and technical teams to resolve complex issues
Analytical mindset to approach challenges methodically and proactively suggest process improvements
Desirable Skills
Experience with any of the following technologies would be advantageous:
Windows (Windows 11 and Windows Server operating systems)
macOS (basic knowledge of user interface and system preferences)
Microsoft Office, including Microsoft 365, Microsoft Exchange & Exchange Online
Networking (TCP/IP, DNS, NAT, DHCP, VPN setup and troubleshooting)