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2nd Line Support Engineer

Job reference: 111

Date: 13/4/2018

Location: Bristol

Salary: Up to £27,000

Job type: Permanent

Are you a 2nd Line support engineer wanting to work for a Managed Service Provider whose staff retention is second to none?

An exciting opportunity has arisen with a well-established Managed Service Provider based in Bristol, who are looking to recruit and expand their existing team.

My client is looking for someone who Ideally comes from a Managed Service background or has industry experience of delivering IT support to external customers.

Skills/knowledge/experience required for a 2nd Line Support Engineer:

(Below is the technology that my client supports, however the successful 2nd Line support engineer is not expected to have knowledge of all technologies listed).

Client Operating Systems: Microsoft Windows 7, 8, 8.1, 10 + legacy XP + Vista, Mac OSX (occasionally), Ubuntu Linux (occasionally).

Server Operating Systems: Windows Server 2008, 2008 R2, 2012, 2012 R2, 2016 Essentials, SBS and Standard (primarily), Linux Plesk (Hosting).

Virtualisation: Hyper-V and VMware

Software: Microsoft Office 365 (licensing, deployment, user and company management),

Networking & Hardware: Draytek, Netgear, Watchguard, Sonicwall, Sophos, Zyxel, Aruba, HPE Servers and Switches, Fujitsu Servers, UPS + server peripherals of any kind, HP PCs.

Domains: Domain names, SSLs, DNS + nameservers

Connectivity + VOIP: Hosted VOIP, FTTC (+ADSL) + Ethernet connectivity support

Key Responsibilities for a 2nd Line Support Analyst

  • Be responsible 2nd Line proactive support work, solving proactively-generated Managed-Services tickets. This will include maintaining backup infrastructure, server infrastructure (Windows Server based on Hyper V or VMware, or Small-Business Server and equivalents), networks, cloud and client operating systems via Cloud managed toolsets as well as traditional hands on methods.

  • Be responsible for Level 2 Reactive Support work, solving Reactive User-generated tickets. This will include dealing directly with IT users and stakeholders both remotely and at client locations.

  • Provide escalation support for level 1 tickets and assisting the level 1 team when deemed necessary due to volume of work or cover.

  • Provide assistance to the project teams when needed.

  • Ability to build strong and long-lasting relationships with clients and stakeholders.

  • Actively mentor Junior staff members on the Service Desk. This will include inducting, training, monitoring, supporting and developing his or her team members knowledge and effectiveness.

There will be a need to be part of an on-call rota in the future and a full UK driving licence is desirable.

So, if you want to be part of an exciting growth plan with a reputable MSP, please apply now for a confidential chat!


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