2nd Line Support Technician

An established and growing managed service provider (MSP) is seeking an experienced 2nd Line Support Technician with at least 3 years' experience in an MSP environment to join their team. The successful candidate will act as a point of escalation for complex service tickets and contribute to a variety of infrastructure projects. This role is primarily office-based near Eastbourne, with occasional travel to client sites required.

Key Responsibilities:

• Point of Escalation: Act as the escalation point for complex service tickets, ensuring issues are resolved promptly and efficiently.
• Client Onboarding: Handle client onboarding infrastructure requirements with minimal guidance, ensuring seamless implementation and setup.
• Customer Service: Provide exceptional customer service and maintain strong professional relationships with clients.
• Time Management: Effectively manage tasks to meet deadlines and service level agreements (SLAs).
• Collaboration: Work with the projects team to deliver high-quality IT solutions that meet client specifications.
• M365 Troubleshooting: Diagnose and troubleshoot issues with Microsoft 365, including Exchange, SharePoint, and tenant management.
• Networking Configuration: Configure and maintain networking equipment, such as routers, access points, and switches, to ensure proper operation.

Requirements:

• Experience: A minimum of 3 years working in an MSP environment.
• Problem-Solving Skills: Strong troubleshooting abilities, with the capability to work independently to resolve issues efficiently.
• Customer Service & Communication: Excellent communication skills, with the ability to effectively interact with both technical and non-technical users.
• Time Management: Proven ability to manage time effectively and prioritise tasks to meet deadlines and SLAs.
• Client Onboarding & Infrastructure: Experience in managing client onboarding and completing infrastructure projects.
• M365 Knowledge: Extensive experience with Microsoft 365, including troubleshooting issues related to Exchange, SharePoint, and tenant maintenance.
• Networking Knowledge: Ability to configure and maintain networking hardware, including routers, access points, and switches.
• Cyber Security Knowledge: Strong understanding of cyber security principles, with Cyber Essentials experience being a plus.
• Local Candidates: Must live within a reasonable commuting distance from the office.
• Transport: Own transport is required for occasional client site visits.

How to Apply:
If you meet the above qualifications and are interested in this opportunity, please submit your CV or get in touch for further details.