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2nd Line Support Engineer - Sheffield Andy File Associates Limited is working as a Recruitment Agency on behalf of our client with regards this permanent position. Job Title: 2nd Line Support Engineer
Location: Sheffield (Hybrid working available)
Salary: Up to £35,000 Company Overview:
Our Client is a fast-growing IT services provider specialising in cloud solutions and modern IT infrastructure.
Job Description:
We are looking for a 2nd Line Support Engineer to join our clients team. The ideal candidate will have solid experience in IT support and a passion for providing excellent client service. This role requires a proactive, solutions-oriented individual who can efficiently handle technical issues, assist with service delivery, and contribute to the continuous improvement of support processes.
Key Responsibilities: - Provide 2nd line technical support for a wide range of client issues, including troubleshooting, resolving incidents, and managing service requests.
- Support service delivery by working closely with the 1st line support and escalating complex issues when required.
- Work with cloud-based technologies, supporting various cloud solutions including infrastructure, applications, and security systems.
- Maintain strong customer relationships by providing timely updates and ensuring a high level of customer satisfaction.
- Diagnose and resolve technical issues across hardware, software, networks, and systems.
- Monitor and maintain system performance, identifying potential issues before they escalate.
- Participate in on-call support rotation and occasional out-of-hours support.
Key Skills & Experience: - Proven experience in a 2nd line technical support or similar IT support role.
- Strong knowledge of Windows, Linux, and macOS operating systems.
- Experience with cloud technologies (Azure, AWS, etc.) and virtual environments (VMware, Hyper-V).
- Familiarity with networking principles (DNS, DHCP, TCP/IP, VPNs).
- Hands-on experience with IT service management tools (e.g., ServiceNow, Jira).
- Excellent customer service skills and the ability to communicate technical concepts to non-technical users.
- Ability to work well under pressure and manage time effectively.
- Relevant certifications (e.g., CompTIA Network+, Microsoft certifications) are a plus.
Benefits: - Competitive salary up to £35,000.
- Flexible working.
- Comprehensive health, dental, and vision insurance.
- 20 days annual leave + Bank holidays.
- Opportunities for professional development and career advancement.
- A dynamic and inclusive work environment.
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