IT Support Engineer - (2nd Line)
Salary up to £43,000
Permanent, Full-time, Hybrid
Required to go on-site in Cambridge and London.
About the Company:
Our client is a growing and ambitious Technology Solutions Provider (TSP) known for delivering high-quality IT services and technical solutions. With a strong reputation for customer excellence, they support businesses in optimising their IT infrastructure, enhancing security, and ensuring seamless connectivity. They are now looking for a talented Senior IT Engineer to join their team and play a crucial role in delivering expert IT support and project solutions to their clients.
About The Opportunity:
As an IT Support Engineer (2nd Line), you will be responsible for handling complex technical issues that have been escalated from the first line of support. You will work on diagnosing and resolving problems related to systems, software, networking, and hardware, providing both remote and on-site assistance. You'll act as a bridge between L1 and L3 support teams, ensuring smooth incident management, effective communication, and timely resolution of technical challenges.
Key Responsibilities:
- Handle escalated issues from L1 support, and troubleshoot system errors, software conflicts, and network problems. Provide remote or on-site support for hardware-related issues.
- Support operating systems (Windows, macOS, Linux), software applications, and advanced networking issues (Wi-Fi, VPN, IP configurations).
- Assist with endpoint support (desktops, laptops, printers) and basic server management, including Active Directory.
- Identify root causes and document solutions for future reference.
- Escalate unresolved issues, provide diagnostic information, and assist with logs.
- Assist with system updates, software installations, and configuring new devices.
- Explain technical issues in simple terms, provide training and guidance on system usage.
- Record issues and solutions in IT service management systems (e.g., ServiceNow, Jira).
- Prioritise incidents based on severity and ensure timely resolution of support tickets.
Your Experience and Skills:
- Proven experience in user-level support, particularly in troubleshooting computers, devices, and network issues.
- Proficient in Windows operating systems; knowledge of macOS/Linux is a plus.
- Strong understanding of networking fundamentals including Wi-Fi, VPN, and IP configurations.
- Experience in network troubleshooting (e.g., TCP/IP, DNS, DHCP).
- Hands-on experience with hardware diagnostics and troubleshooting of desktops, laptops, and peripherals (e.g., printers).
- Familiarity with common productivity software (e.g., Office Suite, email clients) and industry-specific applications.
- Experience performing basic cabling tasks and providing on-site hardware support and setup.
- Excellent problem-solving skills and a systematic approach to diagnosing and resolving technical issues.
- Proficient in using remote desktop tools, ticketing systems, and system monitoring tools.
- Strong communication skills, with the ability to explain complex technical issues to non-technical users clearly and effectively.
If you are a skilled and ambitious IT Support Engineer looking for a new challenge, we would love to hear from you.
To apply for the IT Support Engineer role, send your CV today, and we will review it and contact you immediately. Your Talent Solutions is a recruitment company that specialises in projects and programmes.