Due to growth in business, a new permanent opportunity for an experienced 1st/2nd Line Service Desk/Cloud Systems Engineer to join an expanding MSP based organisation in West Sussex. The role is to provide a high level of remote and some on-site problem solving across all aspects of IT Support. My client is a specialist in migrating clients in the Cloud (MS Azure) and then supporting those clients with support. There won t be a traditional 1st or 2nd line level, all Engineers have the opportunity to utilise all their knowledge and answer all enquiries coming in which could be 1st of 2nd line queries. Working in a fully Microsoft environment, you will be passionate about technology, enjoy speaking with customers over the phone and you will also have the opportunity to visit the customers office for on-site fixes and to build the relationship with the customer. There is plenty of opportunity for you to develop your skills further and progress your Service Desk Career. The working hours for this particular role is Monday to Friday, 9am-6pm with an hour for lunch. There is an opportunity to work from home one day a week and this is a flexible employer around appointments and personal commitments. Free parking available and a ten-minute walk from a train station. Professional, positive, supportive working environment and the opportunity to attend lots of company and charity lead events. Experience/skills/attributes: Minimum two years experience working on a Service Desk Experience of working in an MSP environment is essential Strong experience of working with Azure Cloud including virtual servers Azure Active Directory experience Office 365 Networking and Firewall configuration skills are useful Any knowledge or experience of SharePoint Online or Exchange Online VOIP solutions Any knowledge or experience of MS Dynamics is desirable Outstanding customer service experience Enjoys building customer rapport and relationships Thrives working as part of a team, sharing knowledge and ideas Confident, friendly, sociable Strong communicator verbally, face to face and written Great problem solver with a high attention to detail Takes accountability for own work
Jul 31, 2025
Full time
Due to growth in business, a new permanent opportunity for an experienced 1st/2nd Line Service Desk/Cloud Systems Engineer to join an expanding MSP based organisation in West Sussex. The role is to provide a high level of remote and some on-site problem solving across all aspects of IT Support. My client is a specialist in migrating clients in the Cloud (MS Azure) and then supporting those clients with support. There won t be a traditional 1st or 2nd line level, all Engineers have the opportunity to utilise all their knowledge and answer all enquiries coming in which could be 1st of 2nd line queries. Working in a fully Microsoft environment, you will be passionate about technology, enjoy speaking with customers over the phone and you will also have the opportunity to visit the customers office for on-site fixes and to build the relationship with the customer. There is plenty of opportunity for you to develop your skills further and progress your Service Desk Career. The working hours for this particular role is Monday to Friday, 9am-6pm with an hour for lunch. There is an opportunity to work from home one day a week and this is a flexible employer around appointments and personal commitments. Free parking available and a ten-minute walk from a train station. Professional, positive, supportive working environment and the opportunity to attend lots of company and charity lead events. Experience/skills/attributes: Minimum two years experience working on a Service Desk Experience of working in an MSP environment is essential Strong experience of working with Azure Cloud including virtual servers Azure Active Directory experience Office 365 Networking and Firewall configuration skills are useful Any knowledge or experience of SharePoint Online or Exchange Online VOIP solutions Any knowledge or experience of MS Dynamics is desirable Outstanding customer service experience Enjoys building customer rapport and relationships Thrives working as part of a team, sharing knowledge and ideas Confident, friendly, sociable Strong communicator verbally, face to face and written Great problem solver with a high attention to detail Takes accountability for own work
About us Established in 2000, Modern Networks are a growing IT Managed Service Provider (MSP) and Internet Service Provider (ISP) specialising in providing services to the property management sector and commercial businesses nationwide. We work closely with our customers to deliver a wide range of IT services from endpoint technology to connectivity and telephony. We partner with market leading providers to deliver first class services and solutions. What we're looking for: We are currently looking for a Field based IT Support Engineer to join our busy support team, to help support customers with field visits across the Greater Manchester area, surrounding areas. You'll be supporting office IT systems including windows networks, associated cloud services, infrastructure and connectivity. The ability to work independently is key to the role, but as you ll find out when you join our Field Services team, you ll never be on your own , our engineers have a wealth of experience and knowledge to share and support your growth. We ve been growing rapidly and are looking for someone who's willing and able to grow with us. There is plenty of opportunity for progression within the role and the company itself so if you re looking for that next step of your career then this role could be perfect for you. All candidates must possess: A desire to learn and further their skills by working towards industry recognised certifications Excellent written and spoken communication skills Extreme professionalism and personal presentation An ability to work independently and perform their own research Excellent organisational skills including the ability to manage and prioritise their workload As this role is field based, it is a requirement to have a full UK driving licence. Candidates are expected to be competent in the following: Providing high quality 1st and 2nd line support All aspects of Windows desktop & application support to All aspects of tablet and mobile device support Basic network troubleshooting incl. ping and traceroute. Administering Microsoft Active Directory, Exchange Server & Office 365. What you ll get from us Great prospects - once you ve got to grips with our systems and processes, you ll have the opportunity to progress with us. We love a success story our Managing Director started with us as an engineer! Knowledgeable, high-achieving, experienced and fun colleagues A career with room for your personal life in a work environment where everyone knows the value of a healthy work-life-balance Commitment to Diversity and Inclusion - we hire great people from a wide variety of backgrounds, not just because it s the right thing to do, but because it makes us stronger. 25 days annual leave + bank holidays Car Allowance Active workplace committees (Social / Wellness)
Jul 30, 2025
Full time
About us Established in 2000, Modern Networks are a growing IT Managed Service Provider (MSP) and Internet Service Provider (ISP) specialising in providing services to the property management sector and commercial businesses nationwide. We work closely with our customers to deliver a wide range of IT services from endpoint technology to connectivity and telephony. We partner with market leading providers to deliver first class services and solutions. What we're looking for: We are currently looking for a Field based IT Support Engineer to join our busy support team, to help support customers with field visits across the Greater Manchester area, surrounding areas. You'll be supporting office IT systems including windows networks, associated cloud services, infrastructure and connectivity. The ability to work independently is key to the role, but as you ll find out when you join our Field Services team, you ll never be on your own , our engineers have a wealth of experience and knowledge to share and support your growth. We ve been growing rapidly and are looking for someone who's willing and able to grow with us. There is plenty of opportunity for progression within the role and the company itself so if you re looking for that next step of your career then this role could be perfect for you. All candidates must possess: A desire to learn and further their skills by working towards industry recognised certifications Excellent written and spoken communication skills Extreme professionalism and personal presentation An ability to work independently and perform their own research Excellent organisational skills including the ability to manage and prioritise their workload As this role is field based, it is a requirement to have a full UK driving licence. Candidates are expected to be competent in the following: Providing high quality 1st and 2nd line support All aspects of Windows desktop & application support to All aspects of tablet and mobile device support Basic network troubleshooting incl. ping and traceroute. Administering Microsoft Active Directory, Exchange Server & Office 365. What you ll get from us Great prospects - once you ve got to grips with our systems and processes, you ll have the opportunity to progress with us. We love a success story our Managing Director started with us as an engineer! Knowledgeable, high-achieving, experienced and fun colleagues A career with room for your personal life in a work environment where everyone knows the value of a healthy work-life-balance Commitment to Diversity and Inclusion - we hire great people from a wide variety of backgrounds, not just because it s the right thing to do, but because it makes us stronger. 25 days annual leave + bank holidays Car Allowance Active workplace committees (Social / Wellness)
Position Overview We are seeking a skilled and motivated 2nd Line Service Desk Engineer to join our technical team. This role is responsible for providing second-line support, managing escalations from 1st Line Engineers, and assisting with project work both remotely and on-site. The ideal candidate will bring strong technical expertise, experience working within an MSP environment, and a customer-focused mindset. Key Responsibilities Provide 2nd Line support for customer hardware and software issues. Troubleshoot and resolve issues escalated from the 1st Line team. Respond to alerts from monitoring systems to perform proactive maintenance. Handle incoming customer calls and create support tickets when necessary. Mentor and support 1st Line Engineers with escalations and queries. Maintain accurate documentation of client environments, systems, and procedures. Perform on-site visits for installations, troubleshooting, and maintenance. Participate in and support infrastructure projects such as: System upgrades and migrations Virtualisation deployments Disaster recovery implementations Essential Skills & Experience Strong knowledge of Windows Desktop and Server environments. Proven experience with Microsoft 365 and Entra ID . Familiarity with Intune-managed devices. Good understanding of networking protocols (DNS, DHCP) and hardware (routers, switches, firewalls, access points). Ability to troubleshoot iOS and Android mobile devices. Experience with RMM , NGAV , MDR , and Email Security platforms. Excellent communication skills with the ability to explain technical issues in a clear, user-friendly manner. Excellent spoken and written English. Full, clean UK Driving Licence with the ability to travel to client sites as needed. Minimum 18 months of experience in an MSP environment . Desirable Qualifications Formal IT certifications are not required. we value practical experience and technical capability. However, relevant qualifications (e.g., Microsoft, CompTIA, Cisco) are a plus. Benefits Company pension Private medical and dental insurance Company events Minimal travel outside South-East London and Kent Career development and internal progression opportunities Working Hours Schedule: Monday to Friday Location: Primarily office-based with travel to client sites as required .
Jul 30, 2025
Full time
Position Overview We are seeking a skilled and motivated 2nd Line Service Desk Engineer to join our technical team. This role is responsible for providing second-line support, managing escalations from 1st Line Engineers, and assisting with project work both remotely and on-site. The ideal candidate will bring strong technical expertise, experience working within an MSP environment, and a customer-focused mindset. Key Responsibilities Provide 2nd Line support for customer hardware and software issues. Troubleshoot and resolve issues escalated from the 1st Line team. Respond to alerts from monitoring systems to perform proactive maintenance. Handle incoming customer calls and create support tickets when necessary. Mentor and support 1st Line Engineers with escalations and queries. Maintain accurate documentation of client environments, systems, and procedures. Perform on-site visits for installations, troubleshooting, and maintenance. Participate in and support infrastructure projects such as: System upgrades and migrations Virtualisation deployments Disaster recovery implementations Essential Skills & Experience Strong knowledge of Windows Desktop and Server environments. Proven experience with Microsoft 365 and Entra ID . Familiarity with Intune-managed devices. Good understanding of networking protocols (DNS, DHCP) and hardware (routers, switches, firewalls, access points). Ability to troubleshoot iOS and Android mobile devices. Experience with RMM , NGAV , MDR , and Email Security platforms. Excellent communication skills with the ability to explain technical issues in a clear, user-friendly manner. Excellent spoken and written English. Full, clean UK Driving Licence with the ability to travel to client sites as needed. Minimum 18 months of experience in an MSP environment . Desirable Qualifications Formal IT certifications are not required. we value practical experience and technical capability. However, relevant qualifications (e.g., Microsoft, CompTIA, Cisco) are a plus. Benefits Company pension Private medical and dental insurance Company events Minimal travel outside South-East London and Kent Career development and internal progression opportunities Working Hours Schedule: Monday to Friday Location: Primarily office-based with travel to client sites as required .
My client, a leading and accredited MSP is currently looking for an experienced helpdesk engineer to join their expanding service desk team. The ideal candidate would be someone that is already in a 2nd line role, or an experienced 1st line engineer looking for that next step in their career. You will take a supporting role in the management and resolution of the customers technical issues, as well as taking a proactive stance in improving the managed services delivered through additional company services and effective Problem Management. Hybrid working in London is on offer with 1 day remote and 4 days onsite per week. Requirements 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 prioritise in line with the Service Level Agreement (SLA). Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing 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. Essential 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 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 Benefits Hours: 7.5 hours a day on a rotating 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. Plus your birthday off work once you have passed probation! 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! Exams towards certifications relevant for your role fully paid for by my client.
Jul 22, 2025
Full time
My client, a leading and accredited MSP is currently looking for an experienced helpdesk engineer to join their expanding service desk team. The ideal candidate would be someone that is already in a 2nd line role, or an experienced 1st line engineer looking for that next step in their career. You will take a supporting role in the management and resolution of the customers technical issues, as well as taking a proactive stance in improving the managed services delivered through additional company services and effective Problem Management. Hybrid working in London is on offer with 1 day remote and 4 days onsite per week. Requirements 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 prioritise in line with the Service Level Agreement (SLA). Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing 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. Essential 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 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 Benefits Hours: 7.5 hours a day on a rotating 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. Plus your birthday off work once you have passed probation! 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! Exams towards certifications relevant for your role fully paid for by my client.
2nd Line Support Engineer Up to 35,000 DOE London - Hybrid working (4 days onsite/in office, 1 day remote after passing probation) This role is a client facing role and you will be required to go to client sites around London. I am recruiting in London for multiple 2nd Line Support Engineers for a leading IT Managed Service Provider (MSP). The ideal candidate would be someone that is already in a 2nd line role, or an experienced 1st line engineer looking for that next step in their career, along with a upbeat personilaty and As a 2nd Line Support Engineer you will take a supporting role in the management and resolution of the customers technical issues, as well as taking a proactive stance in improving the managed services delivered through additional company services and effective problem management. 2nd Line Support Engineer 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! Exams towards certifications relevant for your role fully paid for by my client! 2nd Line Support Engineer 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 (Apply online only) 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 2nd Line Support Engineer 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 prioritise in line with the Service Level Agreement (SLA). Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing 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. Services advertised by Gold Group are those of an Agency and/or an Employment Business. We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.
Jul 17, 2025
Full time
2nd Line Support Engineer Up to 35,000 DOE London - Hybrid working (4 days onsite/in office, 1 day remote after passing probation) This role is a client facing role and you will be required to go to client sites around London. I am recruiting in London for multiple 2nd Line Support Engineers for a leading IT Managed Service Provider (MSP). The ideal candidate would be someone that is already in a 2nd line role, or an experienced 1st line engineer looking for that next step in their career, along with a upbeat personilaty and As a 2nd Line Support Engineer you will take a supporting role in the management and resolution of the customers technical issues, as well as taking a proactive stance in improving the managed services delivered through additional company services and effective problem management. 2nd Line Support Engineer 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! Exams towards certifications relevant for your role fully paid for by my client! 2nd Line Support Engineer 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 (Apply online only) 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 2nd Line Support Engineer 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 prioritise in line with the Service Level Agreement (SLA). Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing 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. Services advertised by Gold Group are those of an Agency and/or an Employment Business. We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.
2nd Line Support Engineer Permanent £30,000 £35,000 Coleshill (West Midlands) Hybrid This is a full-time, permanent role with a growing IT Managed Service Provider that s expanding its technical support team following continued growth and investment. You ll join a collaborative team of 12 engineers, providing support to a wide range of customers both remotely and on-site (mileage and expenses covered). This role offers exposure to a broad technical stack and is ideal for someone with MSP experience looking to develop their skills further. Key Responsibilities Manage and update the ticketing system, ensuring all issues are logged accurately with timely progress updates Respond to service desk calls and tickets, prioritising 2nd line issues and providing effective technical support Take ownership of escalations from 1st line technicians, resolving more complex technical problems efficiently Provide on-site support to customers when required (mileage and expenses paid) Key Requirements Previous experience in an MSP or similar fast-paced support environment Strong knowledge of Windows 10/11, Office 365, Azure AD and Intune Proficient in Active Directory administration and troubleshooting Good understanding of virtualisation technologies (VMware, Hyper-V) Familiarity with PBX systems, firewalls, routers and switches Experience with backup solutions and data recovery practices Excellent communication skills and confidence in supporting a variety of end users 2nd Line Support Engineer Permanent £30,000 £35,000 Coleshill (West Midlands) Hybrid Apply now to speak with VIQU IT in confidence. Or reach out to Aaron Chiverton via the VIQU IT website or at (url removed) Do you know someone great? We ll thank you with up to £1,000 if your referral is successful (terms apply). For more exciting roles and opportunities like this, please follow us on IT Recruitment
Jul 17, 2025
Full time
2nd Line Support Engineer Permanent £30,000 £35,000 Coleshill (West Midlands) Hybrid This is a full-time, permanent role with a growing IT Managed Service Provider that s expanding its technical support team following continued growth and investment. You ll join a collaborative team of 12 engineers, providing support to a wide range of customers both remotely and on-site (mileage and expenses covered). This role offers exposure to a broad technical stack and is ideal for someone with MSP experience looking to develop their skills further. Key Responsibilities Manage and update the ticketing system, ensuring all issues are logged accurately with timely progress updates Respond to service desk calls and tickets, prioritising 2nd line issues and providing effective technical support Take ownership of escalations from 1st line technicians, resolving more complex technical problems efficiently Provide on-site support to customers when required (mileage and expenses paid) Key Requirements Previous experience in an MSP or similar fast-paced support environment Strong knowledge of Windows 10/11, Office 365, Azure AD and Intune Proficient in Active Directory administration and troubleshooting Good understanding of virtualisation technologies (VMware, Hyper-V) Familiarity with PBX systems, firewalls, routers and switches Experience with backup solutions and data recovery practices Excellent communication skills and confidence in supporting a variety of end users 2nd Line Support Engineer Permanent £30,000 £35,000 Coleshill (West Midlands) Hybrid Apply now to speak with VIQU IT in confidence. Or reach out to Aaron Chiverton via the VIQU IT website or at (url removed) Do you know someone great? We ll thank you with up to £1,000 if your referral is successful (terms apply). For more exciting roles and opportunities like this, please follow us on IT Recruitment
Job Description: 3rd line service desk engineer Location: Borehamwood( Hybrid) Hours: Mon Fri - 8-5pm Duration: Permanent Salary: 40-45k DOE Role Description: This is a full-time on-site role located in Borehamwood for a 3rd Line Service Desk Engineer. As part of the service desk team, you will be responsible for providing high-level technical support for client issues that have been escalated by the 1st and 2nd Line Service Desk Engineers. You will work with a variety of technologies and join our friendly, supportive team as a key member of the Service Desk. The role involves maintaining, troubleshooting, and repairing IT infrastructure, cloud, hardware, software, and networking systems for clients. Qualifications A bachelors degree in computer science, Information Technology, or equivalent work experience Knowledge of Windows Server Platforms, Virtualisation technologies, Backup solutions, Networking technologies (LAN, WAN, and WLAN), Cloud technologies (Microsoft Azure and/or AWS), Active Directory, Remote Desktop Services, and Terminal Services Experience with operating systems including Windows Server 2012+ and Windows 10 Experience with PowerShell and scripting languages is a plus. Exceptional communication skills, with the ability to communicate technical information to non-technical individuals. Experience in an MSP environment is preferred. Relevant IT certifications such as MCSA, MCSE, CCNP, or equivalent experience is preferred. Ability to work well in a fast-paced environment, with strong problem-solving skills and the ability to work independently or as part of a team. We are looking for someone who: Has a natural aptitude for troubleshooting and problem-solving. Embraces continual change and process improvement. Can express ideas and information clearly and concisely. Plans and manages own workflow on a daily basis to ensure the achievement of KPIs Demonstrates a passion for customers and delivering service excellence. Proactively keeps up to date with technologies supported by us, including: o Firewalls o Network routing and switching o Office 365 o Enterprise Mobility & Security including Intune and Azure AD o Wireless Networking o Server hardware o Virtualisation technologies: VMware, vSphere, Zerto o MS Windows Server Hyper-V o Azure o Active Directory o Exchange and Exchange Online o SQL o Teams o SharePoint o Anti-Virus technologies including Bitdefender. You will be coming from a similar 3rd line support technician role or perhaps you've done your time as a 2nd line engineer and it's your time to take the step up. IND/LET
Jul 17, 2025
Full time
Job Description: 3rd line service desk engineer Location: Borehamwood( Hybrid) Hours: Mon Fri - 8-5pm Duration: Permanent Salary: 40-45k DOE Role Description: This is a full-time on-site role located in Borehamwood for a 3rd Line Service Desk Engineer. As part of the service desk team, you will be responsible for providing high-level technical support for client issues that have been escalated by the 1st and 2nd Line Service Desk Engineers. You will work with a variety of technologies and join our friendly, supportive team as a key member of the Service Desk. The role involves maintaining, troubleshooting, and repairing IT infrastructure, cloud, hardware, software, and networking systems for clients. Qualifications A bachelors degree in computer science, Information Technology, or equivalent work experience Knowledge of Windows Server Platforms, Virtualisation technologies, Backup solutions, Networking technologies (LAN, WAN, and WLAN), Cloud technologies (Microsoft Azure and/or AWS), Active Directory, Remote Desktop Services, and Terminal Services Experience with operating systems including Windows Server 2012+ and Windows 10 Experience with PowerShell and scripting languages is a plus. Exceptional communication skills, with the ability to communicate technical information to non-technical individuals. Experience in an MSP environment is preferred. Relevant IT certifications such as MCSA, MCSE, CCNP, or equivalent experience is preferred. Ability to work well in a fast-paced environment, with strong problem-solving skills and the ability to work independently or as part of a team. We are looking for someone who: Has a natural aptitude for troubleshooting and problem-solving. Embraces continual change and process improvement. Can express ideas and information clearly and concisely. Plans and manages own workflow on a daily basis to ensure the achievement of KPIs Demonstrates a passion for customers and delivering service excellence. Proactively keeps up to date with technologies supported by us, including: o Firewalls o Network routing and switching o Office 365 o Enterprise Mobility & Security including Intune and Azure AD o Wireless Networking o Server hardware o Virtualisation technologies: VMware, vSphere, Zerto o MS Windows Server Hyper-V o Azure o Active Directory o Exchange and Exchange Online o SQL o Teams o SharePoint o Anti-Virus technologies including Bitdefender. You will be coming from a similar 3rd line support technician role or perhaps you've done your time as a 2nd line engineer and it's your time to take the step up. IND/LET
Job Title: 2nd/3rd Line Engineer Location: Lancaster (full-time onsite) Industry: Managed Service Provider Salary: Up to 35k per annum (DOE) About Us We are a fast-growing Managed Service Provider (MSP) based in Lancaster, delivering expert IT support and strategic consultancy to a diverse range of clients across the North West and beyond. Our mission is to provide reliable, proactive, and future-proof IT solutions that empower our clients to focus on what they do best. Role Overview We are looking for a skilled and motivated 2nd/3rd Line IT Support Engineer to join our team. This is a key technical role that involves handling escalated support queries, managing complex IT issues, assisting with project delivery, and contributing to continuous improvement of our support processes. You will work closely with our service desk and projects team, providing high-quality support both remotely and on-site. Key Responsibilities Troubleshoot and resolve complex 2nd/3rd line issues across a range of technologies, including servers, networking, and cloud platforms. Escalation point for 1st/2nd line engineers and direct liaison with clients for high-priority incidents. Configure, deploy, and maintain hardware and software solutions (workstations, servers, firewalls, etc.). Lead or assist in delivering IT infrastructure projects (e.g., server migrations, Office 365 deployments, network upgrades). Monitor system performance and proactively address potential issues. Maintain clear documentation for client environments and internal knowledge base. Support and contribute to internal training and mentoring of junior staff. Ensure compliance with security best practices and company standards. Provide on-call or out-of-hours support on a rota basis, when required. Required Skills & Experience Proven experience in a 2nd or 3rd line support role, ideally within an MSP environment. Strong knowledge of Windows Server (2016/2019/2022), Active Directory, Group Policy, DNS/DHCP. Experience with Microsoft 365 (Exchange Online, SharePoint, Teams, Intune, Azure AD). Virtualisation (Hyper-V and/or VMware). Networking (TCP/IP, VLANs, firewalls, VPNs, switches, routers). Backup and disaster recovery solutions (e.g., Veeam, Datto, Acronis). Familiarity with RMM tools, PSA systems (e.g., ConnectWise, Autotask), and ticketing platforms. Excellent troubleshooting and customer service skills. Full UK driving licence and access to own vehicle (travel to client sites may be required). Desirable Qualifications Microsoft certifications (e.g., MS-100, AZ-104, MCSA/MCSE) CompTIA Network+ / Security+ ITIL Foundation In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.
Jul 15, 2025
Full time
Job Title: 2nd/3rd Line Engineer Location: Lancaster (full-time onsite) Industry: Managed Service Provider Salary: Up to 35k per annum (DOE) About Us We are a fast-growing Managed Service Provider (MSP) based in Lancaster, delivering expert IT support and strategic consultancy to a diverse range of clients across the North West and beyond. Our mission is to provide reliable, proactive, and future-proof IT solutions that empower our clients to focus on what they do best. Role Overview We are looking for a skilled and motivated 2nd/3rd Line IT Support Engineer to join our team. This is a key technical role that involves handling escalated support queries, managing complex IT issues, assisting with project delivery, and contributing to continuous improvement of our support processes. You will work closely with our service desk and projects team, providing high-quality support both remotely and on-site. Key Responsibilities Troubleshoot and resolve complex 2nd/3rd line issues across a range of technologies, including servers, networking, and cloud platforms. Escalation point for 1st/2nd line engineers and direct liaison with clients for high-priority incidents. Configure, deploy, and maintain hardware and software solutions (workstations, servers, firewalls, etc.). Lead or assist in delivering IT infrastructure projects (e.g., server migrations, Office 365 deployments, network upgrades). Monitor system performance and proactively address potential issues. Maintain clear documentation for client environments and internal knowledge base. Support and contribute to internal training and mentoring of junior staff. Ensure compliance with security best practices and company standards. Provide on-call or out-of-hours support on a rota basis, when required. Required Skills & Experience Proven experience in a 2nd or 3rd line support role, ideally within an MSP environment. Strong knowledge of Windows Server (2016/2019/2022), Active Directory, Group Policy, DNS/DHCP. Experience with Microsoft 365 (Exchange Online, SharePoint, Teams, Intune, Azure AD). Virtualisation (Hyper-V and/or VMware). Networking (TCP/IP, VLANs, firewalls, VPNs, switches, routers). Backup and disaster recovery solutions (e.g., Veeam, Datto, Acronis). Familiarity with RMM tools, PSA systems (e.g., ConnectWise, Autotask), and ticketing platforms. Excellent troubleshooting and customer service skills. Full UK driving licence and access to own vehicle (travel to client sites may be required). Desirable Qualifications Microsoft certifications (e.g., MS-100, AZ-104, MCSA/MCSE) CompTIA Network+ / Security+ ITIL Foundation In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.
Join a UK-based MSP/MSSP, passionate about delivering exceptional IT services and solutions. With a team which thrives on collaboration, innovation, and ensuring their clients succeed through technology. As a part of the team, you ll work in a fast-paced, engaging environment where you ll have the opportunity to grow your skills and advance your career. Overview Are you a driven 2nd Line Support Engineer with IT MSP experience looking to join a dynamic Service Desk team. The successful candidate will work alongside other Service Desk members to provide advanced technical support to clients, resolving escalated incidents and ensuring seamless IT operations for businesses of all sizes. This role is ideal for an engineer with a passion for troubleshooting, delivering outstanding customer service, and working with a variety of technologies in a fast-paced MSP/MSSP environment. Key Responsibilities Incident and Service Request Management Act as a primary escalation point for 1st Line Support Engineers for technical issues requiring advanced troubleshooting. Diagnose, troubleshoot, and resolve complex technical incidents related to desktops, servers, networks, and cloud services. Handle and resolve service requests efficiently while meeting or exceeding SLAs. Technical Support Provide support for a wide range of client environments, including Windows Server, Microsoft 365, networking equipment, and business-critical applications. Perform root cause analysis for recurring incidents and implement permanent solutions. Maintain, monitor, and configure IT infrastructure, including servers, storage devices, switches, and firewalls. Collaboration and Escalations Work closely with the Service Desk Team Leader to ensure high levels of service delivery. Collaborate with Solutions Engineers and Pre-Sales/3rd Line Engineers for more complex client requirements or escalations. Provide technical guidance to 1st Line Support Engineers, assisting with their development and knowledge growth. Documentation and Reporting Ensure all tickets, incidents, and requests are fully documented in the ticketing system. Maintain accurate and up-to-date client documentation, including infrastructure diagrams and asset inventories. Contribute to internal knowledge bases, ensuring the team has access to comprehensive troubleshooting resources. Required Skills and Experience Technical Skills: Operating Systems: Proficient in Microsoft Windows 10/11 and Windows Server (2016/2019/2022), MacOS. Cloud Platforms: Strong experience with Microsoft 365 administration, including Exchange Online, SharePoint, and Teams. Networking: Solid understanding of networking concepts, including TCP/IP, DNS, DHCP, VLANs, and VPNs. Troubleshooting: Proficient in diagnosing and resolving issues related to hardware, software, and networks. Security: Awareness of cybersecurity principles, antivirus tools, and access control best practices. Remote Monitoring Tools: Experience with RMM (Remote Monitoring and Management) platforms and ticketing systems. Soft Skills: Excellent problem-solving and analytical thinking abilities. Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users. Highly organised with the ability to prioritise tasks effectively in a fast-paced environment. Exceptional customer service skills and a proactive, solution-focused mindset. Experience: Minimum 2+ years of experience in a 2nd Line IT Support role. Experience working within an MSP or MSSP environment. Proven ability to work with and troubleshoot Apple and Windows-based systems, Microsoft 365, and networking environments. Certifications (Desirable): CompTIA Network+ / Security+ Microsoft Certified: Modern Desktop Administrator Associate or Azure Administrator Associate Any additional certifications in cybersecurity or cloud platforms (e.g., AWS, Azure) WE CANNOT OFFER SPONSOPSHIP AT THIS OR ANY TIME
Mar 18, 2025
Full time
Join a UK-based MSP/MSSP, passionate about delivering exceptional IT services and solutions. With a team which thrives on collaboration, innovation, and ensuring their clients succeed through technology. As a part of the team, you ll work in a fast-paced, engaging environment where you ll have the opportunity to grow your skills and advance your career. Overview Are you a driven 2nd Line Support Engineer with IT MSP experience looking to join a dynamic Service Desk team. The successful candidate will work alongside other Service Desk members to provide advanced technical support to clients, resolving escalated incidents and ensuring seamless IT operations for businesses of all sizes. This role is ideal for an engineer with a passion for troubleshooting, delivering outstanding customer service, and working with a variety of technologies in a fast-paced MSP/MSSP environment. Key Responsibilities Incident and Service Request Management Act as a primary escalation point for 1st Line Support Engineers for technical issues requiring advanced troubleshooting. Diagnose, troubleshoot, and resolve complex technical incidents related to desktops, servers, networks, and cloud services. Handle and resolve service requests efficiently while meeting or exceeding SLAs. Technical Support Provide support for a wide range of client environments, including Windows Server, Microsoft 365, networking equipment, and business-critical applications. Perform root cause analysis for recurring incidents and implement permanent solutions. Maintain, monitor, and configure IT infrastructure, including servers, storage devices, switches, and firewalls. Collaboration and Escalations Work closely with the Service Desk Team Leader to ensure high levels of service delivery. Collaborate with Solutions Engineers and Pre-Sales/3rd Line Engineers for more complex client requirements or escalations. Provide technical guidance to 1st Line Support Engineers, assisting with their development and knowledge growth. Documentation and Reporting Ensure all tickets, incidents, and requests are fully documented in the ticketing system. Maintain accurate and up-to-date client documentation, including infrastructure diagrams and asset inventories. Contribute to internal knowledge bases, ensuring the team has access to comprehensive troubleshooting resources. Required Skills and Experience Technical Skills: Operating Systems: Proficient in Microsoft Windows 10/11 and Windows Server (2016/2019/2022), MacOS. Cloud Platforms: Strong experience with Microsoft 365 administration, including Exchange Online, SharePoint, and Teams. Networking: Solid understanding of networking concepts, including TCP/IP, DNS, DHCP, VLANs, and VPNs. Troubleshooting: Proficient in diagnosing and resolving issues related to hardware, software, and networks. Security: Awareness of cybersecurity principles, antivirus tools, and access control best practices. Remote Monitoring Tools: Experience with RMM (Remote Monitoring and Management) platforms and ticketing systems. Soft Skills: Excellent problem-solving and analytical thinking abilities. Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users. Highly organised with the ability to prioritise tasks effectively in a fast-paced environment. Exceptional customer service skills and a proactive, solution-focused mindset. Experience: Minimum 2+ years of experience in a 2nd Line IT Support role. Experience working within an MSP or MSSP environment. Proven ability to work with and troubleshoot Apple and Windows-based systems, Microsoft 365, and networking environments. Certifications (Desirable): CompTIA Network+ / Security+ Microsoft Certified: Modern Desktop Administrator Associate or Azure Administrator Associate Any additional certifications in cybersecurity or cloud platforms (e.g., AWS, Azure) WE CANNOT OFFER SPONSOPSHIP AT THIS OR ANY TIME
Service Desk Manager - Leeds - 50,000 DOE Role: IT Service Desk Manager Area: Leeds Salary: 50,000 We are currently recruiting for a Service Desk Manager for our MSP client. As the Service Desk Manager, you will be responsible for overseeing the day-to-day operations of our client's Service Desk team, ensuring a high level of customer satisfaction and efficient resolution of IT incidents and service requests. Key Responsibilities: Lead a team of 1st & 2nd line engineers Manage incident and service request queues, ensuring tickets are handled in accordance with Service Level Agreements (SLAs). Remain hands on as the senior escalation point for complex technical issues or customer concerns. Monitor team performance and conduct regular reviews. Assist in training and onboarding of new team members. Key Requirements: Proven experience in a Service Desk or IT Support role, with at least 2 years in a management or leadership position. Strong technical knowledge across a range of IT systems, hardware, and software, with the ability to troubleshoot and support a variety of technologies. Experience managing ITIL-based processes (Incident Management, Change Management, etc.) and familiarity with Service Desk software. Strong ITIL Knowledge (Certification Preferred). Experience in a Managed Service Provider environment In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.
Mar 09, 2025
Full time
Service Desk Manager - Leeds - 50,000 DOE Role: IT Service Desk Manager Area: Leeds Salary: 50,000 We are currently recruiting for a Service Desk Manager for our MSP client. As the Service Desk Manager, you will be responsible for overseeing the day-to-day operations of our client's Service Desk team, ensuring a high level of customer satisfaction and efficient resolution of IT incidents and service requests. Key Responsibilities: Lead a team of 1st & 2nd line engineers Manage incident and service request queues, ensuring tickets are handled in accordance with Service Level Agreements (SLAs). Remain hands on as the senior escalation point for complex technical issues or customer concerns. Monitor team performance and conduct regular reviews. Assist in training and onboarding of new team members. Key Requirements: Proven experience in a Service Desk or IT Support role, with at least 2 years in a management or leadership position. Strong technical knowledge across a range of IT systems, hardware, and software, with the ability to troubleshoot and support a variety of technologies. Experience managing ITIL-based processes (Incident Management, Change Management, etc.) and familiarity with Service Desk software. Strong ITIL Knowledge (Certification Preferred). Experience in a Managed Service Provider environment In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.
About us Established in 2000, Modern Networks are a growing IT Managed Service Provider (MSP) and Internet Service Provider (ISP) specialising in providing services to the property management sector and commercial businesses nationwide. We work closely with our customers to deliver a wide range of IT services from endpoint technology to connectivity and telephony. We partner with market leading providers to deliver first class services and solutions. What we're looking for: We are currently looking for a London based, Field IT Support Engineer to join our busy Managed Services team, to help support clients with field visits primarily in London and surrounding areas. You'll be supporting office IT systems including windows networks, associated cloud services, infrastructure and connectivity. The ability to work independently is key to the role, but as you ll find out when you join our Field Services team, you ll never be on your own , our engineers have a wealth of experience and knowledge to share and support your growth. We ve been growing rapidly and are looking for someone who's willing and able to grow with us. There is plenty of opportunity for progression within the role and the company itself so if you re looking for that next step of your career then this role could be perfect for you. All candidates must possess: A desire to learn and further their skills by working towards industry recognised certifications Excellent written and spoken communication skills Extreme professionalism and personal presentation An ability to work independently and perform their own research Excellent organisational skills including the ability to manage and prioritise their workload As this role is field based, it is a requirement to have a full UK driving licence. Candidates are expected to be competent in the following: Providing high quality 1st and 2nd line support All aspects of Windows desktop & application support to All aspects of tablet and mobile device support Basic network troubleshooting incl. ping and traceroute. Administering Microsoft Active Directory, Exchange Server & Office 365. What you ll get from us Great prospects - once you ve got to grips with our systems and processes, you ll have the opportunity to progress with us. We love a success story our Managing Director started with us as an engineer! Knowledgeable, high-achieving, experienced and fun colleagues A career with room for your personal life in a work environment where everyone knows the value of a healthy work-life-balance Commitment to Diversity and Inclusion - we hire great people from a wide variety of backgrounds, not just because it s the right thing to do, but because it makes us stronger. 25 days annual leave + bank holidays Active workplace committees (Social / Wellness) Sounds like you? If you share our values and our enthusiasm for delivering a world class service, you will find a home at here at Modern. Or if you re still not convinced, drop us a line at (email address removed) we ll arrange an informal chat about the role.
Mar 09, 2025
Full time
About us Established in 2000, Modern Networks are a growing IT Managed Service Provider (MSP) and Internet Service Provider (ISP) specialising in providing services to the property management sector and commercial businesses nationwide. We work closely with our customers to deliver a wide range of IT services from endpoint technology to connectivity and telephony. We partner with market leading providers to deliver first class services and solutions. What we're looking for: We are currently looking for a London based, Field IT Support Engineer to join our busy Managed Services team, to help support clients with field visits primarily in London and surrounding areas. You'll be supporting office IT systems including windows networks, associated cloud services, infrastructure and connectivity. The ability to work independently is key to the role, but as you ll find out when you join our Field Services team, you ll never be on your own , our engineers have a wealth of experience and knowledge to share and support your growth. We ve been growing rapidly and are looking for someone who's willing and able to grow with us. There is plenty of opportunity for progression within the role and the company itself so if you re looking for that next step of your career then this role could be perfect for you. All candidates must possess: A desire to learn and further their skills by working towards industry recognised certifications Excellent written and spoken communication skills Extreme professionalism and personal presentation An ability to work independently and perform their own research Excellent organisational skills including the ability to manage and prioritise their workload As this role is field based, it is a requirement to have a full UK driving licence. Candidates are expected to be competent in the following: Providing high quality 1st and 2nd line support All aspects of Windows desktop & application support to All aspects of tablet and mobile device support Basic network troubleshooting incl. ping and traceroute. Administering Microsoft Active Directory, Exchange Server & Office 365. What you ll get from us Great prospects - once you ve got to grips with our systems and processes, you ll have the opportunity to progress with us. We love a success story our Managing Director started with us as an engineer! Knowledgeable, high-achieving, experienced and fun colleagues A career with room for your personal life in a work environment where everyone knows the value of a healthy work-life-balance Commitment to Diversity and Inclusion - we hire great people from a wide variety of backgrounds, not just because it s the right thing to do, but because it makes us stronger. 25 days annual leave + bank holidays Active workplace committees (Social / Wellness) Sounds like you? If you share our values and our enthusiasm for delivering a world class service, you will find a home at here at Modern. Or if you re still not convinced, drop us a line at (email address removed) we ll arrange an informal chat about the role.
IT Support Engineer - Kent - £30,000 per annum + Excellent benefits + career development Overview: An excellent opportunity has arisen with a large MSP based in Kent for a 1st Line Support Engineer to be responsible for ensuring all IT Systems are up and running and providing users with a high level of customer service. You will take ownership of incidents and requests assigned to you and manage them through to resolution. You will be supporting a client based in the US and therefore will be required to support their working hours. Role & Responsibilities: Provide desk-side and remote based end-user support to troubleshoot issues and problems with equipment and/or systems. Installing and configuring computer hardware, software, systems, networks, printers, and scanners. Monitoring and maintaining computer systems and networks. Setting up accounts for new users. Repairing and replacing equipment as necessary. Testing new technology. Administering Microsoft 365. Undertaking ad-hoc projects as instructed by the IT Manager and Management Team. Maintaining and updating technical documentation regularly Essential Skills & Experience: 2+ years experience in a 1st/2nd line support role Good knowledge and experience of ITIL Best Practice Knowledge and experience of working with support of MS AD, MS exchange, MS 365, Windows 10, VPN Passionate about IT and providing customer service Package: £30,000-£35,000 depending on skills and experience 25 days holiday + bank holidays Workplace pension scheme Internal Trainings Company Events Onsite Parking Office hours 8 till 6. Working hours are Monday Friday 3:30pm-11pm. The role is full time in the office + many more benefits
Mar 08, 2025
Full time
IT Support Engineer - Kent - £30,000 per annum + Excellent benefits + career development Overview: An excellent opportunity has arisen with a large MSP based in Kent for a 1st Line Support Engineer to be responsible for ensuring all IT Systems are up and running and providing users with a high level of customer service. You will take ownership of incidents and requests assigned to you and manage them through to resolution. You will be supporting a client based in the US and therefore will be required to support their working hours. Role & Responsibilities: Provide desk-side and remote based end-user support to troubleshoot issues and problems with equipment and/or systems. Installing and configuring computer hardware, software, systems, networks, printers, and scanners. Monitoring and maintaining computer systems and networks. Setting up accounts for new users. Repairing and replacing equipment as necessary. Testing new technology. Administering Microsoft 365. Undertaking ad-hoc projects as instructed by the IT Manager and Management Team. Maintaining and updating technical documentation regularly Essential Skills & Experience: 2+ years experience in a 1st/2nd line support role Good knowledge and experience of ITIL Best Practice Knowledge and experience of working with support of MS AD, MS exchange, MS 365, Windows 10, VPN Passionate about IT and providing customer service Package: £30,000-£35,000 depending on skills and experience 25 days holiday + bank holidays Workplace pension scheme Internal Trainings Company Events Onsite Parking Office hours 8 till 6. Working hours are Monday Friday 3:30pm-11pm. The role is full time in the office + many more benefits
2nd Line Infrastructure Engineer We have a fantastic opportunity for an experienced and professional 2nd Line Infrastructure Engineer with strong experience in a Virtualisation environment, Azure cloud, Windows, Exchange, 365 and Server skills to be responsible for providing technical IT support to both internal and external customers. Experience Required Experience of MSP Environments Cloud Experience (Azure / AWS) Monitoring Tools (NOC) Knowledge of Virtualisation Environments Knowledge of Storage Platforms Networking skills Firewall skills ITIL Experience Microsoft Server and Desktop OS Installation of Windows OS Microsoft Exchange & O365 Proven Customer service skills Main duties Handle escalations from 1st Line Support according to the company s escalations process Handle the end-to-end process of major incidents including all communication with internal/external customers Ensure SLA s are met and maintained for all customers Ensure aged tickets are adhered to company standards Be a role model/mentor for all 1st Line Engineers Provide essential training for new starters and 1st Line Engineers Ensure all manuals and processes are relevant and up to date according to company standards Actively contribute towards the creation and the maintenance of knowledge based articles Continual learning and development of key skills and competencies for your position To aid 1st Line Engineers with phone support to external customers in order to achieve first time fixes Provide internal technical support for systems including server, desktop and networking infrastructure Liaise with and build strong working relationships with stakeholders To record all calls to ensure accurate information about the client s systems is maintained and available to other support personnel and account managers. Comply with all necessary working practices relating to the customer site Be able to manage demanding users on customer sites who have high expectations. Be able to communicate technical issues and concepts to a non-technical audience. There may be a requirement to provide cover to other customer sites when absence by other engineers dictates. Complete PC Builds, Installation of Operating Systems and peripherals for internal and external customers when required
Mar 08, 2025
Full time
2nd Line Infrastructure Engineer We have a fantastic opportunity for an experienced and professional 2nd Line Infrastructure Engineer with strong experience in a Virtualisation environment, Azure cloud, Windows, Exchange, 365 and Server skills to be responsible for providing technical IT support to both internal and external customers. Experience Required Experience of MSP Environments Cloud Experience (Azure / AWS) Monitoring Tools (NOC) Knowledge of Virtualisation Environments Knowledge of Storage Platforms Networking skills Firewall skills ITIL Experience Microsoft Server and Desktop OS Installation of Windows OS Microsoft Exchange & O365 Proven Customer service skills Main duties Handle escalations from 1st Line Support according to the company s escalations process Handle the end-to-end process of major incidents including all communication with internal/external customers Ensure SLA s are met and maintained for all customers Ensure aged tickets are adhered to company standards Be a role model/mentor for all 1st Line Engineers Provide essential training for new starters and 1st Line Engineers Ensure all manuals and processes are relevant and up to date according to company standards Actively contribute towards the creation and the maintenance of knowledge based articles Continual learning and development of key skills and competencies for your position To aid 1st Line Engineers with phone support to external customers in order to achieve first time fixes Provide internal technical support for systems including server, desktop and networking infrastructure Liaise with and build strong working relationships with stakeholders To record all calls to ensure accurate information about the client s systems is maintained and available to other support personnel and account managers. Comply with all necessary working practices relating to the customer site Be able to manage demanding users on customer sites who have high expectations. Be able to communicate technical issues and concepts to a non-technical audience. There may be a requirement to provide cover to other customer sites when absence by other engineers dictates. Complete PC Builds, Installation of Operating Systems and peripherals for internal and external customers when required
Managed Service Provider IT support would be preferred for this role! The Second Line Engineer embodies a role characterised by diversity and complexity, encompassing elements of 1st, 2nd, and 3rd Line support. This position fosters the development of a seasoned and reliable professional with exceptional teamwork skills, setting a prime example for newcomers in the Service Desk team. This senior role serves as a pivotal point for exploring numerous career avenues, including, but not restricted to, advanced 3rd line support, specialised skill development, consulting, sales, or management. Primary Role Responsibilities Technical ability to resolve issues/requests through the Freshservice portal and support 1st & 2nd line engineers and infrastructure Leadership skills, which encompass the capacity to encourage junior peers, and set a leading example Document Handling skills in writing procedures and work instructions Assisting in Problem Management Incident Management Overview of Tasks and Responsibilities: Provide any supporting reports to stake holders and staff as and when required; Provide guidance, mentorship, and training to junior IT support engineers to enhance their technical skills and promote professional growth; Act as an escalation point for complex technical issues and assist junior colleagues in troubleshooting and resolving them effectively; Lead by example and demonstrate strong leadership qualities by setting high standards for teamwork, problem-solving, and customer service within the 2nd Line team; To maintain a high degree of customer service for all support queries and adhere to all service; management principles and SLA; To arrange for external technical support where problems cannot be resolved in house; Maintain a log of any software or hardware problems detected; To take ownership of user problems and be proactive when dealing with user issues; Support users in the use of computer equipment as and when needed; Maintaining IT SaaS infrastructure and security systems Be able to support 1st line engineers when they need to escalate a request or incident; To allocate more complex service issues to the 3rd line IT Infrastructure Engineers. Knowledge in monitoring/maintaining of Endpoint detection and response platforms (EDR) (Example: BitDefender, Carbon Black, Sentinel One, CrowdStrike); To act at the customer service point of contact between 3rd line and the client. Respond to enquiries from clients and help them resolve any hardware or software problems; Skills & Experience Must have worked in a customer-facing IT support role for 2+ years; Be familiar with ticket systems, logging and remote management and monitoring processes; Excellent Customer Service Skills; Deep working knowledge of the Microsoft stack of technology at administrator level, including Windows Server, Microsoft365 Admin Centres including Azure Entra ID, Office 365, Compliance, Exchange, etc. Additionally, exposure to Azure Virtual Desktop is desirable. Highly technical around networking (TCP/IP, DNS, DHCP etc.), voice and data communications; Demonstrate strong leadership abilities, including the ability to motivate and inspire junior colleagues, delegate tasks effectively, and lead by example; Display excellent problem-solving skills and the ability to think critically to resolve technical issues and implement process improvements; Possess project management skills, including planning, execution, and monitoring, to manage IT projects effectively; Have the ability to address and resolve conflicts within the team, ensuring a harmonious and productive work environment; Identify areas for process improvement within the 2nd Line team and work on implementing enhancements to increase efficiency and service quality; ITIL process aware and be able to create and maintain operational support documentation; In addition, any of the following would be advantageous: Previous experience working for an IT managed services provider (MSP) Microsoft Google Workspace ITIL 4 Foundation certification
Mar 08, 2025
Full time
Managed Service Provider IT support would be preferred for this role! The Second Line Engineer embodies a role characterised by diversity and complexity, encompassing elements of 1st, 2nd, and 3rd Line support. This position fosters the development of a seasoned and reliable professional with exceptional teamwork skills, setting a prime example for newcomers in the Service Desk team. This senior role serves as a pivotal point for exploring numerous career avenues, including, but not restricted to, advanced 3rd line support, specialised skill development, consulting, sales, or management. Primary Role Responsibilities Technical ability to resolve issues/requests through the Freshservice portal and support 1st & 2nd line engineers and infrastructure Leadership skills, which encompass the capacity to encourage junior peers, and set a leading example Document Handling skills in writing procedures and work instructions Assisting in Problem Management Incident Management Overview of Tasks and Responsibilities: Provide any supporting reports to stake holders and staff as and when required; Provide guidance, mentorship, and training to junior IT support engineers to enhance their technical skills and promote professional growth; Act as an escalation point for complex technical issues and assist junior colleagues in troubleshooting and resolving them effectively; Lead by example and demonstrate strong leadership qualities by setting high standards for teamwork, problem-solving, and customer service within the 2nd Line team; To maintain a high degree of customer service for all support queries and adhere to all service; management principles and SLA; To arrange for external technical support where problems cannot be resolved in house; Maintain a log of any software or hardware problems detected; To take ownership of user problems and be proactive when dealing with user issues; Support users in the use of computer equipment as and when needed; Maintaining IT SaaS infrastructure and security systems Be able to support 1st line engineers when they need to escalate a request or incident; To allocate more complex service issues to the 3rd line IT Infrastructure Engineers. Knowledge in monitoring/maintaining of Endpoint detection and response platforms (EDR) (Example: BitDefender, Carbon Black, Sentinel One, CrowdStrike); To act at the customer service point of contact between 3rd line and the client. Respond to enquiries from clients and help them resolve any hardware or software problems; Skills & Experience Must have worked in a customer-facing IT support role for 2+ years; Be familiar with ticket systems, logging and remote management and monitoring processes; Excellent Customer Service Skills; Deep working knowledge of the Microsoft stack of technology at administrator level, including Windows Server, Microsoft365 Admin Centres including Azure Entra ID, Office 365, Compliance, Exchange, etc. Additionally, exposure to Azure Virtual Desktop is desirable. Highly technical around networking (TCP/IP, DNS, DHCP etc.), voice and data communications; Demonstrate strong leadership abilities, including the ability to motivate and inspire junior colleagues, delegate tasks effectively, and lead by example; Display excellent problem-solving skills and the ability to think critically to resolve technical issues and implement process improvements; Possess project management skills, including planning, execution, and monitoring, to manage IT projects effectively; Have the ability to address and resolve conflicts within the team, ensuring a harmonious and productive work environment; Identify areas for process improvement within the 2nd Line team and work on implementing enhancements to increase efficiency and service quality; ITIL process aware and be able to create and maintain operational support documentation; In addition, any of the following would be advantageous: Previous experience working for an IT managed services provider (MSP) Microsoft Google Workspace ITIL 4 Foundation certification
Hays Specialist Recruitment - Education
Radcliffe, Manchester
Your new company This managed service provider specialises in providing IT support to the education sector across the North West, with a strong presence in the Manchester area, and they have approached Hays seeking an IT Engineer to work in their head office on the outskirts of Bury. This MSP has an excellent reputation in the North West, due to the excellent service they provide to schools, with a very customer-focused approach, and it is key they appoint the right individuals to ensure continuous provision for schools. Reporting to the Service Desk Manager, this role will form an integral part of the wider, already well-established IT team. Your new role As an IT Engineer/Service Desk Engineer, you will join an established team based at the head office, from which the organisation supports schools across the North West and you will be responsible for providing 2nd line IT support. On a daily basis, you will liaise with end users who are on-site in schools and support a range of IT issues which could relate to both hardware and software issues, as well as with bespoke educational technologies. The issues will range from supporting network issues and internet outages, to supporting firewall changes and also more complex issues. You will liaise with end users to provide sound advice around how to solve the issues, and be proactive in preventing future problems occurring. What you'll need to succeed In order to be successful in securing this position, you will have experience of providing IT support at least at 1st line, ideally, with some 2nd line experience and experience working in the education sector would also be beneficial. Excellent communication skills, as well as rapport-building skills will be essential to ensure you are providing an excellent level of service to educational customers. What you'll get in return In return, you will be paid a competitive salary of between 28,000 and 30,000 dependent on experience, and you will be joining an established team where you will have the opportunity for further development and progression. You will work closely with the wider IT team who will support you in developing your skills and welcoming you into the team. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at (url removed)
Mar 08, 2025
Full time
Your new company This managed service provider specialises in providing IT support to the education sector across the North West, with a strong presence in the Manchester area, and they have approached Hays seeking an IT Engineer to work in their head office on the outskirts of Bury. This MSP has an excellent reputation in the North West, due to the excellent service they provide to schools, with a very customer-focused approach, and it is key they appoint the right individuals to ensure continuous provision for schools. Reporting to the Service Desk Manager, this role will form an integral part of the wider, already well-established IT team. Your new role As an IT Engineer/Service Desk Engineer, you will join an established team based at the head office, from which the organisation supports schools across the North West and you will be responsible for providing 2nd line IT support. On a daily basis, you will liaise with end users who are on-site in schools and support a range of IT issues which could relate to both hardware and software issues, as well as with bespoke educational technologies. The issues will range from supporting network issues and internet outages, to supporting firewall changes and also more complex issues. You will liaise with end users to provide sound advice around how to solve the issues, and be proactive in preventing future problems occurring. What you'll need to succeed In order to be successful in securing this position, you will have experience of providing IT support at least at 1st line, ideally, with some 2nd line experience and experience working in the education sector would also be beneficial. Excellent communication skills, as well as rapport-building skills will be essential to ensure you are providing an excellent level of service to educational customers. What you'll get in return In return, you will be paid a competitive salary of between 28,000 and 30,000 dependent on experience, and you will be joining an established team where you will have the opportunity for further development and progression. You will work closely with the wider IT team who will support you in developing your skills and welcoming you into the team. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at (url removed)
Immediate Start Available We are an award winning, dynamic and innovative IT support and solutions provider with over 30 years of experience. We work with world-renowned international clients, delivering a wide range of managed services and consulting. Our expertise lies in risk-focused sectors like Private Equity and legal, where security and service quality are paramount. As a highly accredited Microsoft partner with five Solutions Partner Designations, ISO27001, ISO9001, and Cyber Essentials Plus, we operate a 24/7 support service across multiple geographies. Our clients trust us to bring cutting-edge expertise and innovation in cloud solutions, hybrid working, modern workplace, data, AI, cyber security, governance, and compliance. At DA, we pride ourselves on keeping our promises and delivering top-notch quality. - The Role at a Glance: 1st Line Support Engineer Onsite: Holborn London WC1V / Occasional Travel to Clients Competitive Market Salary Plus, Comprehensive Benefits Package Plus Lots of Personal Development & Progression. Full Time About Us: We're a highly-respected & award winning, London-based Managed Services Provider (MSP) with deep expertise in Microsoft technologies and a specialised focus on regulated sectors. With over 30 years of experience within the market, we work with world-renowned international clients, delivering a wide range of managed services and consulting. As a highly accredited Microsoft partner with five Solutions Partner Designations, ISO27001, ISO9001, and Cyber Essentials Plus, we operate a 24/7 support service across multiple geographies. Our clients trust us to bring cutting-edge expertise and innovation in cloud solutions, hybrid working, modern workplace, data, AI, cyber security, governance, and compliance. Entering an ambitious growth phase, we're looking to expand our team to elevate client success. The Opportunity: As a 1st Line Support Engineer, you'll be the first point of contact for our customers, providing support mainly via phone, email, webchat, and other remote connection software. Based in our London (Holborn) office, you'll be part of our global service desk team, collaborating closely with our team in Kuala Lumpur. Occasionally, you'll work directly at our customer's London-based offices, so excellent customer service skills and empathy are essential to ensure we deliver a first-class support service. This role offers exposure to the full IT landscape, making it perfect for a tech-savvy professional who thrives in a fast-paced, dynamic environment. You'll have the opportunity to learn about the latest technologies and impress clients and peers with your knowledge. In return, we offer unrivalled exposure to a wide range of technologies and actively encourage your personal development through obtaining relevant certifications, with rewards for achievement to supercharge your IT career. Where you will add value: + Acting as a first point of customer contact promptly answering calls, creating tickets and/or route calls through to other engineers as required + Managing your ticket queue, accurately logging and efficiently progressing tickets within the ticket platform (ConnectWise) + Ensuring detailed, consistent, and clear communication with the customers via tickets, emails, and phone at all times + Resolving tickets within your technical ability; collaborating with the wider team (e.g. 2nd and 3rd Line Engineers) to find solutions + Following the existing procedures acting as a champion of the process documentation, amending and creating new guides where applicable + Completing timesheets requirements + Supporting the training and onboarding of new engineers + Travelling to the customer sites (as and when required) to deliver face-to-face user/site support + Staying abreast of new and emerging technologies, progressing your personal development by completing relevant Microsoft accreditations Your Experience: + Hold one of the Microsoft qualifications (or working toward): MD 102, MS-700, MS-102 + Background of working in a Managed Service Provider (MSP) or B2B environment, ideally supporting various clients + Experience of working within the ITIL framework + Hands-on experience of working with Office 365 and ideally E3, E5, EMS/Azure, IaaS, Intune + Good troubleshooting experience of Microsoft Desktop Operating System + Excellent spoken and written English (ability to write clear and detailed tickets, and effectively communicate with users over the phone as well as in person) About You: + Professional demeanour + High level of empathy with excellent communication skills (both verbal and written) + Sense of urgency and accountability + Reliable with high level of resilience + Problem solver + Proactive + Self-motivated and positive + Team player, supportive of a 'better together' culture, able to promote and foster a collaborative working environment + Keen to learn and share knowledge + Able to respond to a fast-changing technical environment Why You'll Love It Here: + Performance bonus + 34 days of annual leave (incl. 8 UK bank holidays and a day off on your birthday) + Subsidised home-to-office standard travel costs (for the 3rd, 4th and 5th day in a week) + Enhanced family-friendly benefit scheme including company sick pay + Private medical insurance and Employee Assistance Programme + Income protection and life insurance + Company Pension scheme Ready to make a real impact? Let's chat! Application notice We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. As you might expect you may be contacted by email, text or telephone. Your data is processed on the basis of our legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details. If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.
Mar 06, 2025
Full time
Immediate Start Available We are an award winning, dynamic and innovative IT support and solutions provider with over 30 years of experience. We work with world-renowned international clients, delivering a wide range of managed services and consulting. Our expertise lies in risk-focused sectors like Private Equity and legal, where security and service quality are paramount. As a highly accredited Microsoft partner with five Solutions Partner Designations, ISO27001, ISO9001, and Cyber Essentials Plus, we operate a 24/7 support service across multiple geographies. Our clients trust us to bring cutting-edge expertise and innovation in cloud solutions, hybrid working, modern workplace, data, AI, cyber security, governance, and compliance. At DA, we pride ourselves on keeping our promises and delivering top-notch quality. - The Role at a Glance: 1st Line Support Engineer Onsite: Holborn London WC1V / Occasional Travel to Clients Competitive Market Salary Plus, Comprehensive Benefits Package Plus Lots of Personal Development & Progression. Full Time About Us: We're a highly-respected & award winning, London-based Managed Services Provider (MSP) with deep expertise in Microsoft technologies and a specialised focus on regulated sectors. With over 30 years of experience within the market, we work with world-renowned international clients, delivering a wide range of managed services and consulting. As a highly accredited Microsoft partner with five Solutions Partner Designations, ISO27001, ISO9001, and Cyber Essentials Plus, we operate a 24/7 support service across multiple geographies. Our clients trust us to bring cutting-edge expertise and innovation in cloud solutions, hybrid working, modern workplace, data, AI, cyber security, governance, and compliance. Entering an ambitious growth phase, we're looking to expand our team to elevate client success. The Opportunity: As a 1st Line Support Engineer, you'll be the first point of contact for our customers, providing support mainly via phone, email, webchat, and other remote connection software. Based in our London (Holborn) office, you'll be part of our global service desk team, collaborating closely with our team in Kuala Lumpur. Occasionally, you'll work directly at our customer's London-based offices, so excellent customer service skills and empathy are essential to ensure we deliver a first-class support service. This role offers exposure to the full IT landscape, making it perfect for a tech-savvy professional who thrives in a fast-paced, dynamic environment. You'll have the opportunity to learn about the latest technologies and impress clients and peers with your knowledge. In return, we offer unrivalled exposure to a wide range of technologies and actively encourage your personal development through obtaining relevant certifications, with rewards for achievement to supercharge your IT career. Where you will add value: + Acting as a first point of customer contact promptly answering calls, creating tickets and/or route calls through to other engineers as required + Managing your ticket queue, accurately logging and efficiently progressing tickets within the ticket platform (ConnectWise) + Ensuring detailed, consistent, and clear communication with the customers via tickets, emails, and phone at all times + Resolving tickets within your technical ability; collaborating with the wider team (e.g. 2nd and 3rd Line Engineers) to find solutions + Following the existing procedures acting as a champion of the process documentation, amending and creating new guides where applicable + Completing timesheets requirements + Supporting the training and onboarding of new engineers + Travelling to the customer sites (as and when required) to deliver face-to-face user/site support + Staying abreast of new and emerging technologies, progressing your personal development by completing relevant Microsoft accreditations Your Experience: + Hold one of the Microsoft qualifications (or working toward): MD 102, MS-700, MS-102 + Background of working in a Managed Service Provider (MSP) or B2B environment, ideally supporting various clients + Experience of working within the ITIL framework + Hands-on experience of working with Office 365 and ideally E3, E5, EMS/Azure, IaaS, Intune + Good troubleshooting experience of Microsoft Desktop Operating System + Excellent spoken and written English (ability to write clear and detailed tickets, and effectively communicate with users over the phone as well as in person) About You: + Professional demeanour + High level of empathy with excellent communication skills (both verbal and written) + Sense of urgency and accountability + Reliable with high level of resilience + Problem solver + Proactive + Self-motivated and positive + Team player, supportive of a 'better together' culture, able to promote and foster a collaborative working environment + Keen to learn and share knowledge + Able to respond to a fast-changing technical environment Why You'll Love It Here: + Performance bonus + 34 days of annual leave (incl. 8 UK bank holidays and a day off on your birthday) + Subsidised home-to-office standard travel costs (for the 3rd, 4th and 5th day in a week) + Enhanced family-friendly benefit scheme including company sick pay + Private medical insurance and Employee Assistance Programme + Income protection and life insurance + Company Pension scheme Ready to make a real impact? Let's chat! Application notice We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. As you might expect you may be contacted by email, text or telephone. Your data is processed on the basis of our legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details. If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.
Join a UK-based MSP/MSSP, passionate about delivering exceptional IT services and solutions. With a team which thrives on collaboration, innovation, and ensuring their clients succeed through technology. As a part of the team, you ll work in a fast-paced, engaging environment where you ll have the opportunity to grow your skills and advance your career. Overview Are you a driven 2nd Line Support Engineer with IT MSP experience looking to join a dynamic Service Desk team. The successful candidate will work alongside other Service Desk members to provide advanced technical support to clients, resolving escalated incidents and ensuring seamless IT operations for businesses of all sizes. This role is ideal for an engineer with a passion for troubleshooting, delivering outstanding customer service, and working with a variety of technologies in a fast-paced MSP/MSSP environment. Key Responsibilities Incident and Service Request Management Act as a primary escalation point for 1st Line Support Engineers for technical issues requiring advanced troubleshooting. Diagnose, troubleshoot, and resolve complex technical incidents related to desktops, servers, networks, and cloud services. Handle and resolve service requests efficiently while meeting or exceeding SLAs. Technical Support Provide support for a wide range of client environments, including Windows Server, Microsoft 365, networking equipment, and business-critical applications. Perform root cause analysis for recurring incidents and implement permanent solutions. Maintain, monitor, and configure IT infrastructure, including servers, storage devices, switches, and firewalls. Collaboration and Escalations Work closely with the Service Desk Team Leader to ensure high levels of service delivery. Collaborate with Solutions Engineers and Pre-Sales/3rd Line Engineers for more complex client requirements or escalations. Provide technical guidance to 1st Line Support Engineers, assisting with their development and knowledge growth. Documentation and Reporting Ensure all tickets, incidents, and requests are fully documented in the ticketing system. Maintain accurate and up-to-date client documentation, including infrastructure diagrams and asset inventories. Contribute to internal knowledge bases, ensuring the team has access to comprehensive troubleshooting resources. Required Skills and Experience Technical Skills: Operating Systems: Proficient in Microsoft Windows 10/11 and Windows Server (2016/2019/2022), MacOS. Cloud Platforms: Strong experience with Microsoft 365 administration, including Exchange Online, SharePoint, and Teams. Networking: Solid understanding of networking concepts, including TCP/IP, DNS, DHCP, VLANs, and VPNs. Troubleshooting: Proficient in diagnosing and resolving issues related to hardware, software, and networks. Security: Awareness of cybersecurity principles, antivirus tools, and access control best practices. Remote Monitoring Tools: Experience with RMM (Remote Monitoring and Management) platforms and ticketing systems. Soft Skills: Excellent problem-solving and analytical thinking abilities. Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users. Highly organised with the ability to prioritise tasks effectively in a fast-paced environment. Exceptional customer service skills and a proactive, solution-focused mindset. Experience: Minimum 2+ years of experience in a 2nd Line IT Support role. Experience working within an MSP or MSSP environment. Proven ability to work with and troubleshoot Apple and Windows-based systems, Microsoft 365, and networking environments. Certifications (Desirable): CompTIA Network+ / Security+ Microsoft Certified: Modern Desktop Administrator Associate or Azure Administrator Associate Any additional certifications in cybersecurity or cloud platforms (e.g., AWS, Azure) WE CANNOT OFFER SPONSOPSHIP AT THIS OR ANY TIME
Feb 19, 2025
Full time
Join a UK-based MSP/MSSP, passionate about delivering exceptional IT services and solutions. With a team which thrives on collaboration, innovation, and ensuring their clients succeed through technology. As a part of the team, you ll work in a fast-paced, engaging environment where you ll have the opportunity to grow your skills and advance your career. Overview Are you a driven 2nd Line Support Engineer with IT MSP experience looking to join a dynamic Service Desk team. The successful candidate will work alongside other Service Desk members to provide advanced technical support to clients, resolving escalated incidents and ensuring seamless IT operations for businesses of all sizes. This role is ideal for an engineer with a passion for troubleshooting, delivering outstanding customer service, and working with a variety of technologies in a fast-paced MSP/MSSP environment. Key Responsibilities Incident and Service Request Management Act as a primary escalation point for 1st Line Support Engineers for technical issues requiring advanced troubleshooting. Diagnose, troubleshoot, and resolve complex technical incidents related to desktops, servers, networks, and cloud services. Handle and resolve service requests efficiently while meeting or exceeding SLAs. Technical Support Provide support for a wide range of client environments, including Windows Server, Microsoft 365, networking equipment, and business-critical applications. Perform root cause analysis for recurring incidents and implement permanent solutions. Maintain, monitor, and configure IT infrastructure, including servers, storage devices, switches, and firewalls. Collaboration and Escalations Work closely with the Service Desk Team Leader to ensure high levels of service delivery. Collaborate with Solutions Engineers and Pre-Sales/3rd Line Engineers for more complex client requirements or escalations. Provide technical guidance to 1st Line Support Engineers, assisting with their development and knowledge growth. Documentation and Reporting Ensure all tickets, incidents, and requests are fully documented in the ticketing system. Maintain accurate and up-to-date client documentation, including infrastructure diagrams and asset inventories. Contribute to internal knowledge bases, ensuring the team has access to comprehensive troubleshooting resources. Required Skills and Experience Technical Skills: Operating Systems: Proficient in Microsoft Windows 10/11 and Windows Server (2016/2019/2022), MacOS. Cloud Platforms: Strong experience with Microsoft 365 administration, including Exchange Online, SharePoint, and Teams. Networking: Solid understanding of networking concepts, including TCP/IP, DNS, DHCP, VLANs, and VPNs. Troubleshooting: Proficient in diagnosing and resolving issues related to hardware, software, and networks. Security: Awareness of cybersecurity principles, antivirus tools, and access control best practices. Remote Monitoring Tools: Experience with RMM (Remote Monitoring and Management) platforms and ticketing systems. Soft Skills: Excellent problem-solving and analytical thinking abilities. Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users. Highly organised with the ability to prioritise tasks effectively in a fast-paced environment. Exceptional customer service skills and a proactive, solution-focused mindset. Experience: Minimum 2+ years of experience in a 2nd Line IT Support role. Experience working within an MSP or MSSP environment. Proven ability to work with and troubleshoot Apple and Windows-based systems, Microsoft 365, and networking environments. Certifications (Desirable): CompTIA Network+ / Security+ Microsoft Certified: Modern Desktop Administrator Associate or Azure Administrator Associate Any additional certifications in cybersecurity or cloud platforms (e.g., AWS, Azure) WE CANNOT OFFER SPONSOPSHIP AT THIS OR ANY TIME
Job Title: 1st Line Support Engineer Location: Ipswich Industry: IT Consultancy Salary: (phone number removed) per annum (DOE) About the Company: Our client is a well-established IT consultancy firm based in Ipswich, delivering high-quality IT support and solutions to a diverse range of businesses. With a commitment to excellence and customer satisfaction, they are now looking for a 1st Line Support Engineer to join their growing team. The Role: As 1st Line Support Engineer , you will be the first point of contact for clients, providing technical support and troubleshooting a range of IT issues. Key Responsibilities: Provide 1st line technical support via phone, email, and remote access. Diagnose and resolve hardware, software, and networking issues efficiently. Escalate complex technical problems to the 2nd or 3rd line support teams when necessary. Accurately log and track all support tickets in the service management system. Maintain excellent communication with clients, ensuring they are updated on the progress of their queries. Assist in setting up and configuring desktops, laptops, and mobile devices. Support users with Microsoft 365, Active Directory, and Windows OS troubleshooting. Follow established procedures and contribute to improving internal documentation and knowledge base. Work collaboratively within a team to meet SLAs and provide exceptional customer service. Key Requirements: Previous experience in a 1st line IT support role, ideally within an MSP environment. Strong knowledge of Windows operating systems, Microsoft 365, Active Directory, and basic networking . Excellent problem-solving skills with a proactive approach to troubleshooting. Any relevant IT certifications (e.g., CompTIA A+, Microsoft Fundamentals) would be advantageous. If you meet the above requirements, please apply now. In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.
Feb 15, 2025
Full time
Job Title: 1st Line Support Engineer Location: Ipswich Industry: IT Consultancy Salary: (phone number removed) per annum (DOE) About the Company: Our client is a well-established IT consultancy firm based in Ipswich, delivering high-quality IT support and solutions to a diverse range of businesses. With a commitment to excellence and customer satisfaction, they are now looking for a 1st Line Support Engineer to join their growing team. The Role: As 1st Line Support Engineer , you will be the first point of contact for clients, providing technical support and troubleshooting a range of IT issues. Key Responsibilities: Provide 1st line technical support via phone, email, and remote access. Diagnose and resolve hardware, software, and networking issues efficiently. Escalate complex technical problems to the 2nd or 3rd line support teams when necessary. Accurately log and track all support tickets in the service management system. Maintain excellent communication with clients, ensuring they are updated on the progress of their queries. Assist in setting up and configuring desktops, laptops, and mobile devices. Support users with Microsoft 365, Active Directory, and Windows OS troubleshooting. Follow established procedures and contribute to improving internal documentation and knowledge base. Work collaboratively within a team to meet SLAs and provide exceptional customer service. Key Requirements: Previous experience in a 1st line IT support role, ideally within an MSP environment. Strong knowledge of Windows operating systems, Microsoft 365, Active Directory, and basic networking . Excellent problem-solving skills with a proactive approach to troubleshooting. Any relevant IT certifications (e.g., CompTIA A+, Microsoft Fundamentals) would be advantageous. If you meet the above requirements, please apply now. In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.
3rd line Technical lead Salary: up to 60k DOE Location: Borehamwood + Hybrid working Duration: Permanent We are a fast-growing MSP looking for passionate IT engineers with a thirst to develop their careers and skills whilst providing great customer care. We believe delivering a great service to our customers starts by building a supportive, nurturing (and dare we say fun!) work environment filled with a team that works hard to share in the experience of building a business that can be proud of what it does. We deliver world-class IT consultancy, solutions and support services to a growing and diverse list of clients based in London and the South East. If this sounds like an environment, you would thrive in please get in touch. Job Description We are looking for someone who enjoys resolving complex incidents and implementing leading-edge IT solutions together with providing excellent customer service to join our growing team as a Senior Engineer at our Borehamwood office. This is the perfect opportunity for a talented individual to join a fast-growing Managed Services Provider, working on the latest technologies. Role summary: The Senior Engineer will work on 3rd line tasks across both our Service Desk and will be responsible for providing technical support for our Technology's Managed Service customers with the aim of fixing all incidents passed to them from 1st and 2nd line team. You will also be required to perform a variety of proactive tasks which will help maximise customers' up-time, perform root-cause analysis and prevent reoccurring issues. This may include resolving more complex monitoring alerts, deploying the latest security updates, system maintenance and upgrading customer systems. Key responsibilities: Deal with incoming incidents in a professional, courteous manner over the phone and via e-mail Take ownership of incidents and manage them in a logical and methodical manner, taking responsibility for the end-to-end management of incidents in your queue and proactively keeping the customer informed of progress Accurately log incidents by categorising and prioritising them in line with service operations procedures Conduct full and thorough diagnostics with end-users to enable first point of contact fault resolution Monitor the status and progress using the provided incident logging system for assigned incidents and workflow tasks We are looking for someone who: Has a natural aptitude for troubleshooting and problem-solving Embraces continual change and process improvement Can express ideas and information clearly and concisely Plans and manages own workflow on a daily basis to ensure the achievement of KPIs Demonstrates a passion for customers and delivering service excellence Proactively keeps up to date with technologies supported by us, including: o Firewalls o Network routing and switching. o Office 365 Security o Enterprise Mobility & Security including Intune and Azure AD o Wireless Networking o Server hardware o Virtualisation technologies: VMware, vSphere, Zerto o MS Windows Server Hyper-V o Azure o Active Directory o Exchange and Exchange Online o SQL o Teams o SharePoint o Anti-Virus technologies including Bitdefender o Conditional access policies What you can expect from us in return: We think it's important to look after our employees. In addition to a competitive salary, supportive teams and a real chance to progress your career, we offer a range of benefits which include: Holiday: 22 days' holiday rising to 25 days with length of service Health: A free membership to the local gym Birthdays: A free days holiday on your birthday (or nearest Friday/Monday) Top tech: We don't just keep out services and solutions for our customers; that means best-of-breed software and hardware for all our staff Training: A tailored training plan including official vendor certifications IND-LET 3rd line service desk/ IT Lead Engineer/ Technical lead/ Managed service provider
Feb 15, 2025
Full time
3rd line Technical lead Salary: up to 60k DOE Location: Borehamwood + Hybrid working Duration: Permanent We are a fast-growing MSP looking for passionate IT engineers with a thirst to develop their careers and skills whilst providing great customer care. We believe delivering a great service to our customers starts by building a supportive, nurturing (and dare we say fun!) work environment filled with a team that works hard to share in the experience of building a business that can be proud of what it does. We deliver world-class IT consultancy, solutions and support services to a growing and diverse list of clients based in London and the South East. If this sounds like an environment, you would thrive in please get in touch. Job Description We are looking for someone who enjoys resolving complex incidents and implementing leading-edge IT solutions together with providing excellent customer service to join our growing team as a Senior Engineer at our Borehamwood office. This is the perfect opportunity for a talented individual to join a fast-growing Managed Services Provider, working on the latest technologies. Role summary: The Senior Engineer will work on 3rd line tasks across both our Service Desk and will be responsible for providing technical support for our Technology's Managed Service customers with the aim of fixing all incidents passed to them from 1st and 2nd line team. You will also be required to perform a variety of proactive tasks which will help maximise customers' up-time, perform root-cause analysis and prevent reoccurring issues. This may include resolving more complex monitoring alerts, deploying the latest security updates, system maintenance and upgrading customer systems. Key responsibilities: Deal with incoming incidents in a professional, courteous manner over the phone and via e-mail Take ownership of incidents and manage them in a logical and methodical manner, taking responsibility for the end-to-end management of incidents in your queue and proactively keeping the customer informed of progress Accurately log incidents by categorising and prioritising them in line with service operations procedures Conduct full and thorough diagnostics with end-users to enable first point of contact fault resolution Monitor the status and progress using the provided incident logging system for assigned incidents and workflow tasks We are looking for someone who: Has a natural aptitude for troubleshooting and problem-solving Embraces continual change and process improvement Can express ideas and information clearly and concisely Plans and manages own workflow on a daily basis to ensure the achievement of KPIs Demonstrates a passion for customers and delivering service excellence Proactively keeps up to date with technologies supported by us, including: o Firewalls o Network routing and switching. o Office 365 Security o Enterprise Mobility & Security including Intune and Azure AD o Wireless Networking o Server hardware o Virtualisation technologies: VMware, vSphere, Zerto o MS Windows Server Hyper-V o Azure o Active Directory o Exchange and Exchange Online o SQL o Teams o SharePoint o Anti-Virus technologies including Bitdefender o Conditional access policies What you can expect from us in return: We think it's important to look after our employees. In addition to a competitive salary, supportive teams and a real chance to progress your career, we offer a range of benefits which include: Holiday: 22 days' holiday rising to 25 days with length of service Health: A free membership to the local gym Birthdays: A free days holiday on your birthday (or nearest Friday/Monday) Top tech: We don't just keep out services and solutions for our customers; that means best-of-breed software and hardware for all our staff Training: A tailored training plan including official vendor certifications IND-LET 3rd line service desk/ IT Lead Engineer/ Technical lead/ Managed service provider
Job Title: IT Engineer Location: Newcastle Salary: Up to 30,000 Job Description - We are looking for a dynamic and customer-focused 2nd Line IT Support Engineer to join our team in Newcastle. As a Technical Support Engineer, you will play a crucial role in providing top-notch technical support to our clients, ensuring their IT systems are running smoothly and efficiently. Skill requirements - MSP experience or a customer centric environment providing support. Excellent verbal and written communication skills Active Directory and GPO administration Exchange & Intune administration Excellent experience with Microsoft technologies Good general knowledge of networking and technologies: TCP/IP stack, concept of VLANs and firewalls, wireless configurations 2 years+ of 1st line technical helpdesk environment 2 years + of a 2nd line technical support environment Firewall Implementations -Fortigate/Cisco/Sonicwall/Watchguard Backup Solutions - Azure/Veeam Virtualisation - Hyper-V, VMware, AVD, RDS In-depth Knowledge of O365 suite & MFA Able to answer general Networking questions. What We Offer - Competitive salary and benefits package. Opportunities for professional development and career progression. A supportive and collaborative work environment. Regular team-building activities and social events. The chance to work with a diverse range of clients and cutting-edge technologies. How to Apply - If you are passionate about IT and providing excellent customer service, we would love to hear from you. Please send your CV the email address : (url removed)
Feb 14, 2025
Full time
Job Title: IT Engineer Location: Newcastle Salary: Up to 30,000 Job Description - We are looking for a dynamic and customer-focused 2nd Line IT Support Engineer to join our team in Newcastle. As a Technical Support Engineer, you will play a crucial role in providing top-notch technical support to our clients, ensuring their IT systems are running smoothly and efficiently. Skill requirements - MSP experience or a customer centric environment providing support. Excellent verbal and written communication skills Active Directory and GPO administration Exchange & Intune administration Excellent experience with Microsoft technologies Good general knowledge of networking and technologies: TCP/IP stack, concept of VLANs and firewalls, wireless configurations 2 years+ of 1st line technical helpdesk environment 2 years + of a 2nd line technical support environment Firewall Implementations -Fortigate/Cisco/Sonicwall/Watchguard Backup Solutions - Azure/Veeam Virtualisation - Hyper-V, VMware, AVD, RDS In-depth Knowledge of O365 suite & MFA Able to answer general Networking questions. What We Offer - Competitive salary and benefits package. Opportunities for professional development and career progression. A supportive and collaborative work environment. Regular team-building activities and social events. The chance to work with a diverse range of clients and cutting-edge technologies. How to Apply - If you are passionate about IT and providing excellent customer service, we would love to hear from you. Please send your CV the email address : (url removed)
