Job Title:
2nd/3rd Line Support Engineer Location:
Oxford (hybrid) Industry:
Managed Service Provider (MSP) Salary:
£36,000- 40,000 per annum About the Role: We are currently recruiting for an experienced 2nd/3rd Line Support Engineer to join a dynamic and fast-paced Managed Service Provider (MSP) based in Oxford, supporting SMEs. This is an exciting opportunity to further your IT career by working with a broad range of clients across multiple sectors, handling more complex technical issues, and playing a key role in supporting day-to-day IT operations. As a 2nd Line Support Engineer, you will be responsible for resolving escalated service desk tickets and troubleshooting a variety of hardware and software issues. This role requires strong problem-solving skills, a passion for customer service, and the ability to work effectively in an onsite environment, where direct interaction with clients will be key. Key Responsibilities: Escalated Support:
Provide 2nd line technical support, resolving escalated tickets from the 1st line support team. Troubleshooting:
Diagnose and resolve a variety of technical issues, including hardware, software, networking, and cloud-based systems. System Monitoring:
Proactively monitor client systems, ensuring optimal performance and uptime. Installations & Configurations:
Assist with the installation, configuration, and maintenance of hardware and software systems, both remotely and on-site. Client Interaction:
Act as a technical point of contact for clients, providing excellent customer service and keeping them informed on the status of their issues. Collaboration:
Liaise with 3rd line support engineers and other team members for complex issues, ensuring swift resolutions. Documentation:
Maintain accurate records of all work and update technical documentation as required. Training & Mentoring:
Support junior team members, offering guidance and expertise when needed. Essential Skills & Experience: Proven Experience: Minimum 2-3 years of experience in a 2nd line support role, preferably within an MSP environment. Experience supporting Windows 10/11 and Microsoft Office Suite. Strong knowledge of Active Directory, Exchange, Office 365, and network protocols (DNS, DHCP, TCP/IP). Familiarity with virtualisation technologies (e.g., VMware, Hyper-V). Experience with backup and recovery solutions. Familiar with supporting switches/routers/firewalls.
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2nd/3rd Line Support Engineer Location:
Oxford (hybrid) Industry:
Managed Service Provider (MSP) Salary:
£36,000- 40,000 per annum About the Role: We are currently recruiting for an experienced 2nd/3rd Line Support Engineer to join a dynamic and fast-paced Managed Service Provider (MSP) based in Oxford, supporting SMEs. This is an exciting opportunity to further your IT career by working with a broad range of clients across multiple sectors, handling more complex technical issues, and playing a key role in supporting day-to-day IT operations. As a 2nd Line Support Engineer, you will be responsible for resolving escalated service desk tickets and troubleshooting a variety of hardware and software issues. This role requires strong problem-solving skills, a passion for customer service, and the ability to work effectively in an onsite environment, where direct interaction with clients will be key. Key Responsibilities: Escalated Support:
Provide 2nd line technical support, resolving escalated tickets from the 1st line support team. Troubleshooting:
Diagnose and resolve a variety of technical issues, including hardware, software, networking, and cloud-based systems. System Monitoring:
Proactively monitor client systems, ensuring optimal performance and uptime. Installations & Configurations:
Assist with the installation, configuration, and maintenance of hardware and software systems, both remotely and on-site. Client Interaction:
Act as a technical point of contact for clients, providing excellent customer service and keeping them informed on the status of their issues. Collaboration:
Liaise with 3rd line support engineers and other team members for complex issues, ensuring swift resolutions. Documentation:
Maintain accurate records of all work and update technical documentation as required. Training & Mentoring:
Support junior team members, offering guidance and expertise when needed. Essential Skills & Experience: Proven Experience: Minimum 2-3 years of experience in a 2nd line support role, preferably within an MSP environment. Experience supporting Windows 10/11 and Microsoft Office Suite. Strong knowledge of Active Directory, Exchange, Office 365, and network protocols (DNS, DHCP, TCP/IP). Familiarity with virtualisation technologies (e.g., VMware, Hyper-V). Experience with backup and recovery solutions. Familiar with supporting switches/routers/firewalls.
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