- Company Name
- Working Solutions Recruitment
- Job Title
- 2nd Line IT Support Engineer
- Job Description
-
**Job Title**
2nd Line IT Support Engineer
**Role Summary**
Provide Tier 1 and Tier 2 technical support to end‑users, resolving issues remotely and on‑site, managing tickets within agreed service levels, documenting solutions, maintaining client records, and proactively recommending infrastructure improvements.
**Expactations**
- Deliver responsive, high‑quality support within defined SLAs.
- Maintain accurate documentation and knowledge base entries.
- Communicate effectively with users at all technical levels.
- Collaborate with vendors and senior staff on complex issues.
- Stay current with Microsoft, cloud, and networking technologies.
**Key Responsibilities**
- Provide professional Tier 1 & Tier 2 support (remote and on‑site).
- Troubleshoot hardware, software, and network problems; escalates to Tier 3 when required.
- Own ticket queue, ensuring timely resolution and comprehensive documentation.
- Maintain accurate client records, configuration changes, and asset logs.
- Create and update knowledge base articles for users and peers.
- Recommend and evaluate IT system improvements and infrastructure changes.
- Proactively manage Microsoft Exchange, Active Directory, cloud storage, disaster recovery, and VoIP systems.
- Advise on hardware solutions (laptops, wireless access points, storage).
- Coordinate with third‑party vendors to resolve software and hardware defects.
- Install, repair, and configure PCs, peripherals, and networking equipment.
- Research emerging technologies and propose enhancements.
- Support IT projects from design through implementation.
**Required Skills**
- Hands‑on experience with Windows 10 and macOS.
- Strong knowledge of LAN/WAN/Wi‑Fi networking and TCP/IP.
- Proficiency with Windows Server (2012/2016/2019) services: Active Directory, Hyper‑V, DNS, DHCP, DFS, ADFS, FAP.
- Ability to configure PC setup, system integration, and Office 365, Google Workspace, AWS, or Azure environments.
- Competence in troubleshooting client‑side applications (e.g., Microsoft Office).
- Advanced problem‑solving and proactive mindset.
- Excellent written and verbal communication skills; confident speaking to users at all levels.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Information Technology, or related field *or* equivalent professional experience.
- Relevant certifications preferred:
- Microsoft Certified: MCSA/MCSE (Windows Server, Office 365),
- CompTIA A+ / Network+,
- Microsoft 365 Certified: Modern Desktop Administrator Associate.