FAIT UK Limited
2nd/3rd Line IT Support Engineer
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2nd/3rd Line IT Support Engineer
A fantastic opportunity for an experienced 2nd/3rd Line IT Support Engineer who enjoys hands-on troubleshooting, technical variety, and taking ownership of escalated support issues. This role would suit someone confident across Microsoft 365, Windows Server, as well as desktop, networking troubleshooting, and user support. Exposure to 3rd Line support work is highly beneficial, as there will be a requirement to get involved in both 2nd and 3rd Line technical support across a varied MSP client base.
Responsibilities
Your duties as the 2nd Line IT Support Engineer include:
- Providing Technical Support: Deliver 2nd/3rd Line support to a diverse range of clients across different systems, environments, and business sectors
- Meeting Service Levels: Work within agreed SLAs and customer service expectations
- Troubleshooting IT Problems: Resolve hardware, software, operating system, network, and user-access issues
- Supporting Microsoft 365: Provide support for Exchange Online, Outlook, Teams, SharePoint, and OneDrive
- Managing User Access: Troubleshoot user accounts, permissions, and access within Microsoft Entra ID and Active Directory
- Supporting End-User Devices: Support Windows 10/11 desktops, laptops, Mac devices, and other end-user equipment
- Resolving Network Issues: Troubleshoot TCP/IP, DNS, DHCP, Wi-Fi, VPN, and general connectivity issues
- Checking Backups: Complete backup checks and remediate failed backup jobs
- Deploying IT Equipment: Assist with the deployment and configuration of PCs, laptops, servers, and other networking equipment
- Maintaining Documentation: Keep client documentation, technical notes, and knowledge bases up to date
- Supporting Client Projects: Assist with migrations, upgrades, deployments, and system improvements
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CANDIDATE REQUIREMENTS
- Previous experience working in a 2nd/3rd Line IT Support role
- MSP experience would be ideal
- Strong experience supporting Windows 10/11 environments
- Good working knowledge of Microsoft 365 and its core services
- Experience with Active Directory and/or Microsoft Entra ID
- A good understanding of networking fundamentals, including DNS, DHCP, TCP/IP, and VPNs
- Experience troubleshooting hardware, software, and connectivity problems
- Experience working to SLAs and prioritizing a busy support queue
- Experience supporting Mac devices
- A customer-focused approach with the ability to explain technical issues clearly to non-technical users
- Effective communication skills with people at all levels
- Ability to work independently while contributing effectively as part of a team
- Willingness to learn new technologies and work across different client environments
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