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2nd Line Support Engineer – IT MSP Client
The 2nd Line Support Engineer is responsible for handling second line support requests. This relates to all technology, to include: workstations, servers, printers, networks, vendor specific hardware and software, Office 365, SharePoint and other cloud technologies.
Key Duties/Responsibilities
- IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
- Technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
- Remote access solution implementation and support: VPN, Remote Desktop Services.
- Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
- Work with the Service Desk Manager to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
- Escalate service requests that require 3rd line and field service engineer level support
Key Technical Background
- Office 365
- Exchange
- SharePoint
- Azure Active Directory
- Microsoft Intune
- Microsoft Teams
- Windows Server(s), 2019, 2016, 2012, 2008
- Active Directory
- DNS / DHCP
- Routing and Remote Access
- AD Connect
- Remote Desktop Services
- Microsoft Office Packages
- Network Switching
- VLAN’s
- Firewalls & Routers
- Port Forwarding
- Routing
Ideal BackgroundÂ
- Previous working within an IT MSP
