Job Description: 2nd Line Support EngineerLocation: Milton Keynes (Full-time Onsite)Industry: IT Services Consultancy Salary: £35,000 per annum (DOE) Industry: IT Services Consultancy About the RoleWe are seeking a dedicated and skilled 2nd Line Support Engineer to join our dynamic team in Milton Keynes.
As part of our IT Services Consultancy, you will play a crucial role in providing advanced technical support to our clients, ensuring seamless IT operations and excellent customer service.
This onsite role demands a proactive problem-solver who thrives in a fast-paced environment and has a passion for technology.
Key ResponsibilitiesIncident Management:Respond to escalated issues from 1st Line Support, ensuring timely resolution and minimal downtime.Troubleshoot and resolve hardware, software, and network issues.Customer Support:Provide professional, friendly, and efficient service to clients at all times.Work closely with clients to identify and resolve recurring technical issues.System Administration:Perform maintenance and upgrades on client systems, including servers, workstations, and network equipment.Manage and support Active Directory, Office 365, and other enterprise applications.Documentation and Reporting:Maintain detailed records of incidents and service requests in the ticketing system.Create and update technical documentation for internal use and client reference.Collaboration:Liaise with 3rd Line Support and other teams to escalate and resolve complex technical challenges.Assist in mentoring and knowledge sharing with 1st Line Support staff.
Key RequirementsTechnical Skills:Proficiency in troubleshooting Windows and macOS environments.Strong understanding of networking principles (TCP/IP, DNS, DHCP, VPNs).Experience with server environments, including Windows Server 2016/2019, Active Directory, and Group Policy.Familiarity with cloud platforms, particularly Microsoft 365 and Azure.Soft Skills:Excellent communication and interpersonal skills.Ability to manage multiple tasks and prioritize effectively.Strong problem-solving mindset and attention to detail.Experience and Qualifications:Previous experience in a 2nd Line Support or similar role.Relevant certifications (, CompTIA Network+, Microsoft MCP/MCSA, ITIL Foundation) are a plus.Full UK driving license (preferred).