2nd Line IT Support Engineer

2nd Line IT Support Engineer

Hybrid Working - 4 days remote, 1 day on-site (Hounslow)

We have an exciting opportunity for a 2nd Line IT Support Engineer to join a well-established and ambitious organisation.

MFK Recruitment has successfully placed 45 IT professionals with this company over the past five years, with 31 still working there today. The company is committed to helping its employees grow and progress, and many of our candidates have advanced quickly within the business.

2nd Line IT Support Engineer - Key Responsibilities

• Provide Level 2 technical support for servers, networks, and desktops, resolving issues efficiently and aiming for first-time fixes.
• Manage incidents and problems escalated from 1st Line Engineers.
• Deliver high-quality support to both internal and external customers.
• Offer solutions or workarounds while ensuring customer SLAs are met and escalating concerns when necessary.
• Prioritise, document, and resolve tickets according to agreed service levels.
• Maintain and develop the team's knowledge base, sharing information to improve support.
• Record accurate time entries using Autotask.
• Support customers remotely and provide on-site assistance when required.

Requirements

This is a hybrid role with 4 days working remotely and 1 day per week on-site at a school in Hounslow, London, with occasional visits to other client schools. A full, clean driving licence and access to your own vehicle are required.

2nd Line IT Support Engineer - Skills and Experience

• 2+ years' experience working for an MSP or within the education sector.
• Experience in a customer-facing IT support role.
• Microsoft Windows platforms and applications
• Microsoft Exchange and Windows Server
• Active Directory (including sites and services configuration)
• Firewalls, routers, and VPNs
• Microsoft 365 (account creation, troubleshooting, AD sync, etc.)
• Network switches (installation, VLAN setup, troubleshooting)