Principal IT are currently working with a successful MSP who are looking for an IT Support Engineer to join their Technical department. The 1st/2nd Line Support Engineer will serve as the first point of escalation from 1st/2nd Line Support Engineers, handling more complex client incidents, service requests, and planned work.

You will support a national customer base and internal IT infrastructure, resolving escalated tickets, undertaking routine proactive work, and assisting on project work where required.

As IT Support Engineer your duties will include:

• Manage tickets through to escalation or resolution
• Proactive maintenance through monitoring, patch management and administration of customer and internal IT estate.
• Antivirus monitoring, management and support.
• Providing technical support to clients via the telephone and the ticketing system.
• Diagnosing and resolving software and hardware faults.
• Installing, configuring, and supporting desktops and laptops.
• Supporting users and their devices.
• Educating clients in how to use our supported systems.
• Escalating unresolved tickets to 2nd & 3rd Line Support Engineers when required.
• Help with 2nd Line Support Engineer tickets.

Skills & Experience

Essential:

• Minimum 3 years experience in an MSP Environment.
• Ticket System/Management Experience
• Full Driving License
• Knowledge & Understanding in the following areas:

o Windows / Mac Operating Systems

o Active Directory & Azure AD

o Network Trouble Shooting TCP/IP and general WAN / LAN

o Hyper-V & VM-Ware Virtualisation

o Security (Anti-Virus, Anti-spam)

• Understanding of Firewalls. Understand and troubleshoot rules.

Desirable.

• 3 years' experience in an IT support discipline and help desk environment
• ITTL Understanding

The comprehensive package and benefits offered include:

• Competitive salary
• Competitive holiday package, additional days accrued with length of service
• Extensive training and development opportunities with internal progression available.

Job Type: Full-time

£27,000.00 - £29,000.00 per year.

INDGH