2nd Line Support Engineer

ABtec Computer Solutions LTD, a leading Managed Service Provider, is seeking a talented and experienced 2nd Line IT Support Engineer to join our growing team. As a Microsoft Gold partner, Crown Commercial Supplier, and holder of multiple ISO accreditations (9001,14001,20000,22301), we specialize in providing top-notch cloud and cyber security solutions to our diverse customer base., The role is located at our Wigan Office but will also require travel to our customer base. You will have a minimum of three years' experience in delivering 2nd line support to clients in a Microsoft environment. You will interact with clients directly including escalations and so you must have prior experience working in this setting., Your role will be to provide technical advice and practical assistance to our onsite clients and end users including the following functions:

• Assisting in 1st/2nd line technical support to our client's staff, answering support queries.


• Implementing IMACS (Install, Moves and Changes). Provide 2nd line server support in conjunction with our Service Desk team.


• Diagnosing and resolving of complex issues in a Microsoft environment:


• Microsoft 365 / Azure


• Windows Server


• Active Directory


• Local Area Networks


• Excellent problem solving and trouble-shooting skills with an ability to isolate problems to specific parts of a system and diagnose under tight time constraints.


• Resolving issues with PC's, networks and networked devices (printers, scanners, switches etc)


• Performing System administration and maintenance.


• To take ownership of user problems and be proactive when dealing with user issues.


• Creating and updating technical documentation including work instructions, standard operating procedures/manuals


• Project activity including making technical recommendations in the scoping of IT projects for clients


• Coaching and mentoring peers upon resolving issues
  
  In this exciting role, you will have the opportunity to work with a variety of clients, including schools, colleges, and private sector businesses. You will use your technical expertise to provide advice and assistance, diagnose and resolve complex issues, and take ownership of user problems. With at least three years of experience in a 2nd line support role, you will be a valuable member of our team., 3 years experience in 2nd line support role


• Experience of Microsoft 365, Azure, AD, essential!


• Microsoft, CompTIA, Cisco or other manufacturer accreditations/qualifications would be advantageous


• Experience of working to SLA's.


• Experience of working in an ITIL ITSM environment


• Experience of working in schools and colleges would be advantageous, How many years experience of providing technical support face-to-face?


• How many years of 2nd line IT experience do you have?
  
  £25,000 - £28,000 a year - Permanent, Full-time, Pulled from the full job description


• Company pension


• On-site parking


• Private medical insurance


• Sick pay, At ABtec, we value our employees and offer a competitive salary, company pension, on-site parking, and a fully inclusive BUPA health and dental plan. We also provide continuous training and opportunities for career progression. If you have a UK driving license and your own vehicle, we would love to hear from you!