1st / 2nd Line Engineer

Job Title: 1st/2nd Line Support Engineer

Location: Oxford (hybrid)

Industry: Managed Service Provider (MSP)

Salary: 25,000- 30,000 per annum

About the Role:

We are currently recruiting for a 1st/2nd Line Support Engineer to join a dynamic and fast-paced Managed Service Provider (MSP) based in Oxford, supporting SMEs. This is an exciting opportunity to further your IT career by working with a broad range of clients across multiple sectors, handling more complex technical issues, and playing a key role in supporting day-to-day IT operations.

As an IT Support Engineer, you will be responsible for resolving escalated service desk tickets and troubleshooting a variety of hardware and software issues. This role requires strong problem-solving skills, a passion for customer service, and the ability to work effectively in an onsite environment, where direct interaction with clients will be key.

Key Responsibilities:

• Provide 1st/2nd line technical support
• Troubleshooting: Diagnose and resolve a variety of technical issues, including hardware, software, networking, and cloud-based systems.
• System Monitoring: Proactively monitor client systems, ensuring optimal performance and uptime.
• Installations & Configurations: Assist with the installation, configuration, and maintenance of hardware and software systems, both remotely and on-site.
• Client Interaction: Act as a technical point of contact for clients, providing excellent customer service and keeping them informed on the status of their issues.
• Collaboration: Liaise with 2nd line support engineers and other team members for complex issues, ensuring swift resolutions.
• Documentation: Maintain accurate records of all work and update technical documentation as required.
• Training & Mentoring: Support junior team members, offering guidance and expertise when needed.

Essential Skills & Experience:

• Proven Experience: Minimum 2-3 years of experience within IT, preferably within an MSP environment
• Experience supporting Windows 10/11 and Microsoft Office Suite
• Strong knowledge of Active Directory, Exchange, Office 365, and network protocols (DNS, DHCP, TCP/IP)
• Familiarity with virtualisation technologies (e.g., VMware, Hyper-V)
• Experience with backup and recovery solutions
• Familiar with supporting switches/routers/firewalls

Please note, you will need a full driving licence and access to your own vehicle to fulfil the duties for this opportunity.

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.