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2nd Line Support Engineer

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Job Description

2nd Line Support Engineer – Hybrid – Kent – £36,000 + Excellent benefits + Career progression


An exciting opportunity has arisen with a leading MSP in Kent for a 2nd Line Support Engineer. You will be responsible for ensuring the progression and swift resolution of calls logged with the Service Desk and delivering superior services in line with Service Level Agreements whilst managing client expectations.

Role & Responsibilities:

Handle escalated calls from first line Service Desk

Administer and maintain customer infrastructure, including Active Directory, Azure AD, LAN, Internet access, firewalls and Exchange/Office 365

Monitor and troubleshoot server and network performance utilising the monitoring system to ensure any necessary action is taken

Administer backup and disaster recovery systems and processes

Management of relationships with third parties and suppliers

Keep operational documentation up to date

Attend client sites for issue resolution and pro-active maintenance

Out-of-hours and/or on-call working is periodically required

Administering and supporting the customer’s infrastructure

Planning and recommending enhancements to ensure that IT capacity meets current and future business requirements in a cost-effective manner

Customer site visits

Complete proactive works, including but not limited to: Windows patching, network device firmware updates, setup of SNMP monitoring, documentation creation and review of Office365 secure score.

New desktop and laptop setups, including other minor implementation works. This may be performed remotely or on the client site, depending upon the scope of works.

Essential Skills & Experience:

Excellent knowledge of Microsoft Windows Server 2008/2012/2016/2019 including NLB and clustering

Good knowledge of Hyper-V and VMware ESX

Experience managing Azure, primarily Virtual Machine Infrastructure

Strong knowledge of Microsoft Exchange Server and Office 365 including Sharepoint and AzureAD.

Strong knowledge/experience of troubleshooting networking protocols and technologies such as TCP/IP, DNS, DHCP, routing and vLANs


£36,000 depending on skills and experience.

25 days annual leave + bank holidays.

Paid overtime or time off in lieu

Out of hours support rota, paid as a retainer.

Contributory pension scheme (after 3 months service and successful completion of probationary period)

Working hours on a shift basis as follows:

*07:00am until 3:45pm

*08:45am until 5:30pm

*09:15am until 6:00pm


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