2nd Line Support Engineer

2nd Line Support Engineer

GreatFind Jobs
Published: June 26, 2023
Sutton, London
Job Type
Up to £35,000


We are looking for a 2nd Line Support Engineer to join a growing MSP within the education industry! You will be working in our client's remote support team based in their head office in the Sutton area. The salary for this position is £35,000 with excellent benefits.

Benefits include - Company Pension, Free or subsidised travel and more! 

Role Overview

As a valuable member of the remote support team, your primary responsibility will be delivering exceptional remote assistance to both customers and colleagues. Additionally, there may be occasions where you will be required to make on-site visits to customer locations, either for unplanned tasks or to support colleagues who are conducting routine customer visits.


  • Deliver exceptional IT support and consultancy, catering to customers' needs with expertise and timeliness. This includes installation, management, and maintenance of networks, hardware, and software.
  • Take full responsibility for assigned tickets, ensuring efficient monitoring, reassignment, or action to meet SLAs.
  • Identify maintenance requirements for customers and assist in implementing effective processes.
  • Accurately document all work performed through the Service Desk, following established procedures.
  • Keep customers well-informed by providing prompt, relevant, and concise feedback.
  • Effectively prioritize tasks to manage workload and exceed business and customer expectations.
  • Stay updated on systems like MS 365, Google Workspace, mobile platforms, and Windows server/desktop operating systems.
  • Proficiently utilize support tools, including the PSA/Service Desk and RMM.
  • Contribute to the design, development, and documentation of technical services.
  • Create and maintain customer documentation, internal procedure guides, and Knowledge Base articles.

Essential Qualifications and Experience:

  • Strong experience working within a similar role. Preferably in an MSP or education setting.
  • Relevant technical qualifications. 
  • Full driving license and car - mileage will be compensated. 
  • Strong experience working with active Directory, Windows 10, Google Workspace, Office 365, Servers, MDM systems, Cisco, DNS and Group Policy. 
  • Good understanding of Mobile device management. 
  • Excellent troubleshooting ability. 
  • Impeccable written and verbal communication skills. 

Person Specification:

  • Works well under pressure. 
  • Problem Solver. 
  • Highly Motivated. 
  • Confident. 
  • Highly organised. 

Want to know more? 

As a specialist IT recruitment agency at GreatFind Recruitment, we genuinely care about our candidates and clients. We strive to provide a personalised and consultative service, and we would be more than happy to chat with you about this role in more detail.

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