2nd Line Technical Support Engineer - Hybrid

Role overview

2nd Line Technical Support Analyst Location: Sidcup, Kent – Hybrid (3 days per week in the office) Salary: £32,000–£42,000, depending on experience The Opportunity We are seeking a technically strong, customer-focused 2nd Line Technical Support Analyst to join a busy team orientated IT support team, providing technical support and infrastructure management to a diverse client base. This is an excellent opportunity for someone with broad technical knowledge who enjoys troubleshooting complex issues, taking ownership of escalated tickets and working across a variety of customer environments. Candidates with MSP experience are particularly encouraged to apply. Key Responsibilities Take ownership of escalated 1st Line tickets and resolve complex technical issues. Support and maintain customer IT infrastructure, cloud environments and networks. Administer Microsoft 365, Azure, Intune, Entra ID and Active Directory. Troubleshoot Windows Server, desktop, networking and firewall issues. Monitor server and network performance, ensuring timely resolution of incidents. Manage backup and disaster recovery systems. Carry out proactive maintenance, including patching, firmware updates and documentation. Liaise with third-party suppliers and service providers. Attend customer sites when required to resolve technical issues. Help maintain high service standards and provide excellent customer support. Participate in occasional out-of-hours and on-call arrangements. Technical Skills & Experience The successful candidate will ideally have experience with: Windows Server 2019, 2022 and 2025. Microsoft Azure, Hyper-V and virtualisation technologies. Microsoft 365, including Exchange Online, SharePoint, Intune and Defender. Windows 11 and Active Directory. Networking technologies, including TCP/IP, DNS, DHCP, routing and VLANs. Firewalls, switches and routers, ideally Fortinet and Ubiquiti. Backup and disaster recovery solutions, such as Veeam and Azure Backup. Cloud telephony systems. PowerShell scripting. Microsoft cloud certifications would be advantageous. About You At least three years' experience in a technical support or helpdesk role, highly preferably within an MSP. Strong troubleshooting and problem-solving abilities. Excellent communication and customer service skills. Comfortable managing competing priorities in a fast-paced environment. A proactive, organised and collaborative approach. The confidence to support and mentor less experienced engineers. A commitment to continuous learning and technical development. Access to your own vehicle is required. Working Arrangements Hybrid working, with three days per week in the Sidcup office. Shift-based working between 7:00 am and 6:00 pm. Occasional customer site visits and participation in on-call arrangements. Interested? If you're an experienced 2nd Line Engineer with strong infrastructure knowledge and a passion for delivering excellent customer service, we'd love to hear from you. Apply today so you don't miss out on a great opportunity! Source: Reed Original listing: https://www.reed.co.uk/jobs/2nd-line-technical-support-engineer-hybrid/57517341