Job Description

Job Summary

Are you passionate about technology and providing excellent customer service? Join our dynamic team as a

2nd Line Support Engineer

at Sense IT Support, a growing Managed Service Provider dedicated to supporting small businesses with their IT needs.

As a

2nd Line Support Engineer,

you will provide advanced technical support, resolve escalated issues, and prioritize exceptional customer experiences. You'll manage your workload, complete scheduled tasks, and assist senior engineers on complex projects while also upskilling junior engineers.

This is an exciting opportunity to work in a fast-paced environment, helping solve technical challenges and ensuring seamless IT operations.

Responsibilities and Duties

Deliver effective 2nd line support, prioritizing customer experience and timely incident resolution. Independently manage your workload while meeting service-level expectations. Manage and complete scheduled tasks within established deadlines. Take ownership of technical escalations, ensuring swift and effective resolution. Escalate highly complex issues to senior engineers or management when necessary. Collaborate with and assist senior engineers on advanced tasks and projects. Communicate professionally and effectively with customers, ensuring clarity and satisfaction. Coordinate with third-party suppliers to resolve issues and manage support cases. Maintain, improve, and support IT infrastructure to ensure optimal performance. Identify and scope potential projects and recommend customer improvements. Develop and maintain knowledge base articles, technical documentation, and customer communication materials.

Required Skills and Experience

At least 1 year of experience in a 2nd line IT support role within a technical support team. Proficiency with ITSM or helpdesk software for ticket tracking and management. Strong skills in creating clear documentation and training materials. Ability to work independently and effectively collaborate as part of a team. Experience in training and mentoring junior team members to enhance their skills. Competence in performing on-site visits to address technical issues. A valid UK driving license

Technical:

Operating Systems

Proficiency in Windows desktop and server environments (e.g., Windows 10/11, Windows Server 2016/2019/2022).

Networking

Strong understanding and experience with network and infrastructure: firewalls, routers, and switches including TCP/IP, DNS, DHCP, VLANs, and VPNs

Microsoft Ecosystem:

Advanced knowledge of Microsoft 365, including Exchange Online, Teams, OneDrive, and SharePoint. Proficiency with Active Directory and Group Policy. Familiarity with Azure Active Directory and cloud-based services.

Troubleshooting:

Proficiency with remote support tools (e.g., LogMeIn, Splashtop, QuickAssist). Ability to diagnose and resolve complex hardware, software, and networking issues. Experience with diagnosing and resolving printer and peripheral device problems.

IT Infrastructure:

Understanding of virtualization technologies (e.g., VMware, Hyper-V). Familiarity with backup solutions and disaster recovery practices. Knowledge of IT security principles, including endpoint protection and patch management.

Soft Skills

Communication

:

Strong verbal and written communication skills for explaining technical concepts to non-technical users. Professional and empathetic approach when dealing with clients under pressure.

Customer Service

:

A customer-first attitude with a focus on delivering excellent service. Ability to manage client expectations and de-escalate issues effectively.

Problem-Solving

:

Analytical mindset with the ability to identify root causes and implement effective solutions. Adaptable and resourceful in tackling unfamiliar challenges. Ability to perform well under pressure and maintain clear thinking in critical situations.

Team Collaboration

:

Strong teamwork skills to work closely with colleagues and share knowledge. Ability to mentor and support 1st line engineers.

Time Management

:

Ability to prioritize tasks effectively and handle multiple tickets simultaneously. Focus on meeting SLAs and deadlines.

Desirable

Basic understanding of macOS and Linux is advantageous. Experience with automation and scripting (e.g., PowerShell) is a plus. Any IT related Microsoft, CompTIA, BTEC qualifications would be an advantage
Direct applicants only strictly no agencies

Job Type:

Full-time

Benefits:

On-site parking Bank Holidays Off

Schedule:

Monday to Friday

Ability to commute/relocate:

Ringwood: reliably commute or plan to relocate before starting work (required)

Work Location:

Office Based

Job Type: Full-time

Pay: 27,000.00-32,000.00 per year

Benefits:

Company events Free parking On-site parking
Schedule:

Monday to Friday
Work Location: In person

Application deadline: 30/04/2025
Reference ID: Sense/Ringwood/2nd/Helpdesk/Service Desk/MSP