2nd Line Support Engineer

2nd Line / 3rd 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 Background * Previous working within an IT MSP * Strong 2nd Line, verging into 3rd Line. Side Notes * This role is 5 days onsite but could be 4 days for someone highly experienced. * This would be a great role for someone at a strong 2nd line support level who wants to be developed/supported into 3rd line