2nd Line Technical Support Engineer

Description
We are looking for an experienced Level 2 Support Engineer to join our organisation based at our offices in West Malling, Kent, working within the Enterprise Co-Managed Services team in a fast-paced IT Managed Services environment.
This opportunity offers a learning path into the world of DevOps and Infrastructure as Code (IaC), working with one of our senior architects on the management and maintenance of Azure platform services.
The successful candidate will have at least 3+ years' experience working in a customer facing service desk environment, ideally within an outsourced/managed service organisation.
They will possess a robust engineering-mindset and be deeply interested in learning as well as training junior teammates.
Key Accountabilities

• Acting as Technical Lead for the team for all current and new supported products.
  
• Analysing, troubleshooting, and resolving endpoint, server, application and network issues.
  
• Acting as a point of escalation from Level 1 Support Analysts
  
• Provide in-depth training and mentoring of team members.
  
• Providing support to many different end-customers, ensuring timely resolution of incidents, and great customer satisfaction.
  
• Managing infrastructure within Azure.
  
• Analysing, troubleshooting, and resolving end user customer issues for Microsoft 365, MaaS360, McAfee, Sophos & Microsoft Teams Calling.
  
• Liaising with various 3rd party vendors to coordinate incident resolution.
  
• Update documentation for the Knowledge Base (IT Glue).
  
• Completing project tasks.
  Skills & Experience
  
• Must have 3+ years' experience working in a customer-facing service desk support role, ideally an MSP.
  
• Must hold or have desire to hold Microsoft Intermediate/Expert Level
  certifications.
  
• Good knowledge of PowerShell scripting with a desire to develop this further.
  
• Knowledge of / desire to learn Bicep and DevOps methodologies.
  
• In-depth knowledge of Microsoft Cloud Technologies.
  
• Excellent communication skills, both written and verbal.
  
• Understanding of cyber security concepts and solutions.
  
• Knowledge of Azure, Intune, SCCM, Active Directory, Microsoft Teams Phone, MaaS360, is desirable.
  
• Have used remote management and monitoring tools.
  
• Intermediate knowledge of network technologies (TCP/IP, DNS, DHCP etc.)
  
• Be able to create and maintain operational support documentation.
  Location/Travel
  Full time office based at our offices in Kings Hill, West Malling, ME19 4AE.
  Hours
  37.5 hours per week + On-Call Cover Allowance (on rotation across the team).
  Benefits
  We are committed to creating great jobs for great people, and provide:
  
• Funded Training and Development - Our people’s personal development is extremely important to us. Fully-paid technical courses, training and exams are available, related to your individual roles. We’re also open to hearing about what you would like to learn about – so that we can provide what you need to develop.
  
• Flexibility - We strive to be a great place to work, providing flexible work hours, great holiday entitlement and paid parental leave.
  
• 25 days paid annual leave plus additional long service leave.
  
• Quarterly Bonus - We operate a discretionary quarterly bonus scheme based on individual, team and company performance.
  
• Subsidised Gym Membership - Stay active with our subsidised gym membership, part of our commitment to your wellbeing.
  
• Social Club - We hold a monthly social events such as axe-throwing, bowling, go-karting and immersive gaming organised by our team.
  
• Great Office Culture - Modern offices with great facilities, including drinks fridge, coffee machine, snacks and fruit. Gaming console for breaks and competitions.
  About Virtuoso
  Virtuoso is an award-winning IT service provider, supporting ambitious businesses globally since 2011.
  We are a technology-driven business, strengthened by our culture and commitment to serving customers. Businesses work with us because we take the complex and make it simple.
  We help customers harness the power of the Microsoft Cloud. Our managed technology services get the right balance of cloud platforms and traditional IT working together for them. From strategy and design, to delivery and support, our team of technical experts work 24/7, 365 days a year, empowering businesses with the cloud advantage