2nd Line Engineer

2nd Line Support Engineer
Redditch
Permanent - Full-time

VIQU have partnered with a growing Managed Service Provider who are looking to recruit an experienced 2nd Line Support Engineer to join their team. This is a hands-on support role focused on day-to-day ticket resolution, desktop support and troubleshooting across a broad range of customer environments.

The role offers exposure to a wide range of technologies across end-user support, Microsoft, servers, infrastructure, networking and virtualisation, making it well suited to an engineer with a broad technical grounding who enjoys working across different environments.

Key Responsibilities

• Provide 2nd Line technical support across a range of customer environments
• Manage and resolve escalated support tickets within agreed SLAs
• Provide hands-on desktop and end-user support across hardware, software and Microsoft technologies
• Troubleshoot Windows, Microsoft 365 and Active Directory issues
• Support server and infrastructure environments
• Assist with networking and connectivity troubleshooting
• Support virtualised environments and backup infrastructure
• Assist with customer projects, upgrades, deployments and technical changes
• Maintain accurate technical documentation and ticket records
• Provide a professional and customer-focused support service

Key Requirements

• Experience in a 2nd Line IT Support or Desktop Support role
• Previous MSP experience is advantageous - broad technical knowledge across different technologies and environments is essential
• Strong troubleshooting and problem-solving skills
• Good knowledge of Microsoft 365, Windows and Active Directory
• A good grounding across servers, infrastructure and networking
• Exposure to Windows Server, Hyper-V and Veeam
• Understanding of core networking concepts and general connectivity
• Experience working within a structured support environment and to agreed SLAs
• Strong customer communication skills
• Apple/Mac support experience would be advantageous

2nd Line Support Engineer
Redditch
Permanent - Full-time