2nd Line It Support

2nd Line 3rd Line IT Engineer

As a Level 2/3 IT Engineer, you will be the trusted technical expert handling complex client issues, implementing technical projects, and driving process efficiencies through platforms like Autotask, Salesforce, and 3CX. You’ll provide critical technical support, oversee project execution, and ensure our clients’ systems operate smoothly and securely.

Key Responsibilities:

• Technical Support and Escalations:
• Deliver advanced Level 2/3 support, troubleshooting complex hardware, software, network, and firewall issues.
• Lead escalated cases from Level 1 teams, providing hands-on, timely solutions to maintain high levels of client satisfaction.
• Utilise extensive experience in Windows Server, Office 365, and virtual environments to resolve incidents effectively.
• Configure, deploy, and maintain SonicWall firewalls and other security devices to secure client networks.
• Set up, configure, and manage virtual servers, ensuring stable and efficient virtualised environments (Hyper-V/VMware).
• Service Delivery and Client Management:
• Act as a primary technical contact for clients, building and maintaining strong relationships to meet and exceed SLA expectations.
• Conduct monthly service reviews, optimise service delivery processes, and proactively suggest improvements.
• Apply ITIL practices to manage incidents, change requests, and problem resolution, delivering a seamless client experience.
• Process Improvement and Automation:
• Enhance service desk efficiency with automation tools like Power Automate and PowerShell scripting to reduce manual processes.
• Document, review, and update support procedures, creating a repository of best practices for the team and clients.
• Implement data-driven strategies to reduce ticket volume and enhance self-service capabilities.
• Project Management and Implementation:
• Plan and lead IT projects, including hardware rollouts, cloud migrations (Azure, Office 365), and network or system integrations.
• Coordinate project resources, timelines, and deliverables to ensure on-time, within-budget project completion.
• Create detailed project documentation and conduct post-project reviews to capture lessons learned and improvements.
• Leadership and Mentoring:
• Mentor junior engineers, sharing knowledge to build team capability and foster professional growth.
• Contribute to training materials and technical sessions, empowering the team with the latest industry insights and best practices.
• Support KPI development to track and enhance team performance and client satisfaction metrics.

Qualifications and Experience:

• Technical Expertise: Significant experience with Autotask for ticketing, Salesforce for CRM, and 3CX for VoIP. Strong proficiency in Windows Server, Office 365, Azure, networking, SonicWall/firewall configuration, and virtualisation (Hyper-V/VMware).
• Billing and Workflow Skills: Proficiency in setting up workflows and billing configurations within Autotask and Salesforce is highly desirable. We also welcome candidates with foundational experience who are keen to develop these skills further.
• Certifications: ITIL, Microsoft (Azure, Office 365), CompTIA, or Cisco (CCNA) are highly desirable.
• MSP Background: At least 5 years of experience in a Managed Service Provider environment, demonstrating advanced technical support, client management, and project delivery.
• Automation and Scripting: Skilled in Power Automate and PowerShell scripting to automate workflows and improve service desk efficiency.
• Problem-Solving Mindset: A proactive, solutions-focused approach to resolving complex technical challenges and delivering lasting results.
Preferred Qualifications:
• Experience with service management tools like ServiceNow or ConnectWise.
• ITIL Foundation or Intermediate certifications.
• Previous mentoring or team leadership experience within a service desk or technical support team.
What We Offer:
• Collaborative Culture: A supportive work environment where innovation, inclusivity, and teamwork drive our mission.
• Competitive Benefits: A comprehensive benefits package, including certification reimbursement.
• Exciting Client Work: Engage with diverse projects across industries, providing tailored technology solutions for real-world challenges.
• Career Development: Join a workplace that values learning, with clear growth pathways within a dynamic MSP setting