3rd/2nd Line Support

About Our Client
Our client is a dynamic, fast-growing technology services company with over two decades of experience delivering cutting-edge IT solutions. With consistent year-on-year growth, a strong reputation for excellence, and a culture that puts people first, they're shaping the future of IT support for small and medium-sized businesses. They're committed to innovation, collaboration, and empowering their teams to thrive in a challenging yet rewarding environment.

The Role: Remote Support Engineer 2nd Line
This role exists to provide high-quality 2nd line remote support to a diverse international client base, ensuring incidents and service requests are resolved efficiently and customer satisfaction remains consistently high. You'll act as a key problem solver, handling complex queries, mentoring junior staff, and ensuring contractual obligations are met while upholding the company's values of precision, collaboration, and exceptional customer care.

Key Responsibilities

• Minimum 3 years proven 2nd line support experience in a busy IT environment
• Deliver 2nd line remote support services for contracted and non-contracted clients
• Troubleshoot and resolve desktop, server, network, and Office 365 issues
• Manage incidents and service requests through the ITSM system, ensuring SLA compliance
• Escalate unresolved issues appropriately and follow through to resolution
• Provide mentoring and escalation support for junior engineers
• Recommend improvements, procedures, and adoption of new technologies
• Create technical guides and documentation as part of continuous improvement

About You

• 3+ years experience in 2nd line IT support, ideally within an MSP environment
• Strong technical knowledge of on-premise infrastructure, servers, networking, and cloud (Office 365, Azure)
• Confident troubleshooting complex PC, server, and network issues
• Relevant IT qualifications (Degree, Diploma, Microsoft or equivalent certifications)
• Strong communication and customer service skills with a professional, client-focused approach
• Highly organised, able to prioritise under pressure, and committed to meeting performance metrics
• Analytical, detail-oriented, and proactive in identifying and solving problems
• Advantageous: SonicWall, ITIL Foundation, or additional Microsoft/Azure certifications