Gold Group Ltd
2nd Line Support Engineer
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2nd Line Support Engineer
Up to £35,000 DOE
Location: London - Hybrid working (4 days onsite/in office, 1 day remote after passing probation)
About the Role
This role is client-facing, requiring you to visit client sites around London.
I am recruiting in London for multiple 2nd Line Support Engineers for a leading IT Managed Service Provider (MSP).
Ideal Candidate
The ideal candidate would be someone already in a 2nd line role, or an experienced 1st line engineer looking for the next step in their career, along with an upbeat personality.
Responsibilities
As a 2nd Line Support Engineer, you will:
- Take a supporting role in the management and resolution of customers' technical issues.
- Take a proactive stance in improving the managed services delivered through additional company services and effective problem management.
Benefits
- Hours: 7.5 hours a day on a fortnightly shift pattern (8am to 4.30pm or 9am to 5.30pm or 9.30am to 6pm)
- Holidays: 20 days per year, plus bank holidays. After 3 years continuous service, an extra day annual leave up to 25 days. Birthday off work (from 2025)
- Benefits: Competitive Package Offered - Gym membership, Vitality at Work Business rewards & benefits, Cycle to Work scheme, quarterly team nights out/events, monthly games night with pizzas and breakfast on Wednesdays!
- Certifications: Exams towards certifications relevant for your role fully paid for by my client!
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Experience
- MSP background preferable
- 2-3 years proven experience in an IT support role (1st/2nd line)
- Experience of working to an ITIL framework in a service desk capacity
- Microsoft Windows Server 2016 - 2022
- Microsoft 365 Support for Email, SharePoint, OneDrive, and Teams
- Active Directory Management
- Windows 10, 11 Operating System Support
- Apple OS and Apple Mac support experience
- Microsoft Office Suite
- Backup Technologies such as DATTO, Acronis
- Laptop/desktop and thin client support
Essential Certification (Any one)
- MS-900 Microsoft 365 Fundamentals Certification
- AZ-900 Microsoft Azure Fundamentals Certification
- SC-900 Microsoft Security Fundamentals Certification
Personal Skills
- Highly Motivated
- Can-do attitude
- Attention to detail
- Excellent communication
- Proven client service skills
- Ability to work under pressure
- Willingness to work flexibly as required
- Good telephone etiquette
Responsibilities
- Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress.
- Recording all IT Incidents, Requests, and Problems, ensuring all relevant details are captured in line with Service Desk standards.
- Classify calls accurately with the information provided and prioritize in line with the Service Level Agreement (SLA).
- Investigate and diagnose Incidents by providing first line telephone support, gathering and analyzing information to identify and resolve a range of technical Incidents such as hardware, software, application, and network Incidents with the objective of restoring normal service as quickly as possible.
- Liaise with third party suppliers where necessary, logging tickets and act as a central point of contact.
- Monitoring and tracking Incidents, Requests, or Problems, escalating where necessary to other resolver groups, or line Manager.
- Log and assign tickets and monitor workloads for the other Service Desk team members.
- You will be required to attend our client sites to provide IT Support as directed by your Line Manager.
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Services advertised by Gold Group are those of an Agency and/or an Employment Business.
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