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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