2nd Line IT Engineer

Job Overview

I am looking for a skilled Second Line Support Analyst to join my clients team. The successful candidate will handle escalated technical issues, assist with onboarding new clients, and ensure a seamless service experience. This role involves troubleshooting across Microsoft 365, Windows Operating Systems, Azure Virtual Machines, and other managed services. A proactive approach to customer service and problem-solving is essential.

Key Responsibilities

Key Responsibilities

• Troubleshoot and resolve escalated technical issues related to Microsoft 365, Windows Server, Azure Virtual Machines, and other managed services.
• Handle service requests escalated from the first-line support team.
• Support onboarding processes for new clients, ensuring a seamless transition.
• Maintain clear communication with customers regarding their incidents and ensure comprehensive case notes for smooth handovers.
• Collaborate with the team to provide high-quality support to SME clients.
• Follow structured troubleshooting methods to drive efficiency in issue resolution.
• Participate in the on-call rotation (one week per month, for critical incidents only).

Skills & Experience

• Proficiency in Microsoft 365, Windows Server, and Azure Virtual Machines.
• Basic understanding of networking protocols and configurations, including firewalls, switches, access points, and routers.
• Experience with Intune (basic to intermediate level).
• Strong problem-solving skills and the ability to troubleshoot complex technical issues.
• Excellent customer service and communication skills, with a proactive approach.
• IT certifications such as Microsoft Certified, CompTIA, or ITIL are beneficial but not required.
• Previous experience in a second-line support role, ideally within a managed service provider (MSP) environment.
• Experience using service ticketing tools, ITSM tools, or PSA systems to manage customer cases.

Soft Skills & Competencies

• Strong communication skills, with the ability to explain technical issues to non-technical clients.
• Proactive and methodical approach, especially under pressure.
• Collaborative and team-oriented mindset.
• Commitment to continuous learning and professional growth, including technical training and certifications.

Working Environment & Team Structure

• Reports to the Managed Services Team Leader.
• ​​​​​​​Opportunities for career growth within a fast-expanding company.
• Part of a dedicated team focused on supporting and onboarding new clients.
• Hybrid work setup: 2 days per week in the office, 3 days flexible (home or office at employee’s discretion).

Company Culture & Values

• Customer-focused and committed to delivering high-quality IT solutions.
• Values growth and learning, offering opportunities for professional development.
• Encourages a collaborative work environment with a hands-on approach to problem-solving.
• Dedicated to providing tailored IT support to SMEs, ensuring personalized and effective service delivery.