2nd Line Support Engineer

2nd Line / 3rd Line Support Engineer – IT MSP Client

The 2nd Line Support Engineer is responsible for handling second line support requests. This relates to all technology, to include: workstations, servers, printers, networks, vendor specific hardware and software, Office 365, SharePoint and other cloud technologies.

Key Duties/Responsibilities

• IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
• Technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Remote access solution implementation and support: VPN, Remote Desktop Services.
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Work with the Service Desk Manager to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
• Escalate service requests that require 3rd line and field service engineer level support

Key Technical Background

• Office 365
• Exchange
• SharePoint
• Azure Active Directory
• Microsoft Intune
• Microsoft Teams
• Windows Server(s), 2019, 2016, 2012, 2008
• Active Directory
• DNS / DHCP
• Routing and Remote Access
• AD Connect
• Remote Desktop Services
• Microsoft Office Packages
• Network Switching
• VLAN’s
• Firewalls & Routers
• Port Forwarding
• Routing

Ideal Background 

• Previous working within an IT MSP
• Strong 2nd Line, verging into 3rd Line. 

Side Notes 

• This role is 5 days onsite but could be 4 days for someone highly experienced. 
• This would be a great role for someone at a strong 2nd line support level who wants to be developed/supported into 3rd line.