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2nd Line Support Engineer - Sheffield
Andy File Associates Limited is working as a Recruitment Agency on behalf of our client with regards this permanent position.
Job Title: 2nd Line Support Engineer
Location: Sheffield (Hybrid working available)
Salary: Up to £35,000
Company Overview:
Our Client is a fast-growing IT services provider specialising in cloud solutions and modern IT infrastructure.
Job Description:
We are looking for a 2nd Line Support Engineer to join our clients team. The ideal candidate will have solid experience in IT support and a passion for providing excellent client service. This role requires a proactive, solutions-oriented individual who can efficiently handle technical issues, assist with service delivery, and contribute to the continuous improvement of support processes.
Key Responsibilities:
* Provide 2nd line technical support for a wide range of client issues, including troubleshooting, resolving incidents, and managing service requests.
* Support service delivery by working closely with the 1st line support and escalating complex issues when required.
* Work with cloud-based technologies, supporting various cloud solutions including infrastructure, applications, and security systems.
* Maintain strong customer relationships by providing timely updates and ensuring a high level of customer satisfaction.
* Diagnose and resolve technical issues across hardware, software, networks, and systems.
* Monitor and maintain system performance, identifying potential issues before they escalate.
* Participate in on-call support rotation and occasional out-of-hours support.
Key Skills & Experience:
* Proven experience in a 2nd line technical support or similar IT support role.
* Strong knowledge of Windows, Linux, and macOS operating systems.
* Experience with cloud technologies (Azure, AWS, etc.) and virtual environments (VMware, Hyper-V).
* Familiarity with networking principles (DNS, DHCP, TCP/IP, VPNs).
* Hands-on experience with IT service management tools (e.g., ServiceNow, Jira).
* Excellent customer service skills and the ability to communicate technical concepts to non-technical users.
* Ability to work well under pressure and manage time effectively.
* Relevant certifications (e.g., CompTIA Network+, Microsoft certifications) are a plus.
Benefits:
* Competitive salary up to £35,000.
* Flexible working.
* Comprehensive health, dental, and vision insurance.
* 20 days annual leave + Bank holidays.
* Opportunities for professional development and career advancement.
* A dynamic and inclusive work environment