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Job Title: 2nd Line Support Engineer

Location: Oxford (onsite full-time)

Industry: Managed Service Provider (MSP)

Salary: Up to £35,000 per annum

About the Role:

We are currently recruiting for an experienced 2nd Line Support Engineer to join a dynamic and fast-paced Managed Service Provider (MSP) based in Oxford, supporting SMEs. This is an exciting opportunity to further your IT career by working with a broad range of clients across multiple sectors, handling more complex technical issues, and playing a key role in supporting day-to-day IT operations.

As a 2nd Line Support Engineer, you will be responsible for resolving escalated service desk tickets and troubleshooting a variety of hardware and software issues. This role requires strong problem-solving skills, a passion for customer service, and the ability to work effectively in an onsite environment, where direct interaction with clients will be key.

Key Responsibilities:

Escalated Support: Provide 2nd line technical support, resolving escalated tickets from the 1st line support team.
Troubleshooting: Diagnose and resolve a variety of technical issues, including hardware, software, networking, and cloud-based systems.
System Monitoring: Proactively monitor client systems, ensuring optimal performance and uptime.
Installations & Configurations: Assist with the installation, configuration, and maintenance of hardware and software systems, both remotely and on-site.
Client Interaction: Act as a technical point of contact for clients, providing excellent customer service and keeping them informed on the status of their issues.
Collaboration: Liaise with 3rd line support engineers and other team members for complex issues, ensuring swift resolutions.
Documentation: Maintain accurate records of all work and update technical documentation as required.
Training & Mentoring: Support junior team members, offering guidance and expertise when needed.

Essential Skills & Experience:

Proven Experience: Minimum 2-3 years of experience in a 2nd line support role, preferably within an MSP environment
Experience supporting Windows 10/11 and Microsoft Office Suite
Strong knowledge of Active Directory, Exchange, Office 365, and network protocols (DNS, DHCP, TCP/IP)
Familiarity with virtualisation technologies (e.g., VMware, Hyper-V)
Experience with backup and recovery solutions
Familiar with supporting switches/routers/firewalls

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy