2nd / 3rd Line Support Engineer

Our client, an established IT provider, is currently recruiting a 2nd/3rd Line Service Desk Engineer to join their growing service desk team based in Shoreham. The 2nd/3rd Line Support Engineer will be responsible for providing excellent customer service while responding to and resolving a wide range of technical support requests in a dynamic, ever-changing environment.

Key Responsibilities for the 2nd/3rd Line Support Engineer:

• Managing multiple tickets and projects simultaneously.
• Assisting with technical support requests within the team.
• Keeping the company's IT documentation fully up to date.
• Meeting and exceeding established SLAs.
• Ensuring clear communication with both customers and internal staff.
• Reporting directly to and working closely with the senior management team.
• Handling office-based duties and conducting onsite works when required.

Skills Required for the 2nd/3rd Line Service Desk Engineer:

• Minimum 1 year of experience working within an MSP environment (Desired)
• Proven experience in 2nd/3rd Line support.
• Strong experience with M365 administration (including Entra and Intune).
• Technical knowledge of Microsoft systems (AD, Windows Server, DNS, DHCP, NPS).
• Experience with networking tools (Firewalls, Switches, Routers, Wi-Fi).
• Exposure to Cloud, Storage, and Virtualisation (Azure, SharePoint, NAS, VMWare, Hyper-V).
• Ability to work independently and handle a pressurised ticketing environment.
• Exceptional customer service and engagement skills.
• A full driving licence is preferred.

Please apply as directed!