Second Line Support Engineer

Second Line Support Engineer

Remote with occasional travel to Reading every 6 weeks

Salary: £30,000 to £38,000 negotiable, considering skills and experience with an opportunity to be a shareholder + excellent benefits

35 Hours per week, working in shift patterns, Monday to Friday (Shifts between 7am to 7pm)

Package

- 28 days including national holidays holiday

- Hybrid Working (6-weekly in-person meetings in Reading, Berkshire)

- Individual technical professional development plan including budget for courses and certifications

- Leadership and personal development coaching

- Gym membership

- Social events from time to time (Escape Rooms, Go Karting, VR Experiences)

- Twice yearly company events (Summer and Christmas)

- Contributory pension scheme

- Private Medical Insurance (Opt-In)

The Company

Foundation IT is looking for an ambitious and driven Second Line Support Engineer to join our team known for its innovative approach and commitment to world-class service. We are passionate about digital IT and aim to embrace technology for a sustainable future.

Key Responsibilities but not limited to:-

Managed Services

• Act as an escalation point for technical issues, resolving cases timely in line with SLA s and KPI s.
• Take ownership of assigned cases throughout their lifecycle.
• Contribute to and maintain our knowledge base with up-to-date information.
• Collaborate internally and externally to ensure seamless service delivery.
• Occasionally involved in internal and client-facing project work.

Role Requirements

• Previous customer support background within Managed Services or an internal IT service desk team.
• Inquisitive and a real problem solver, understanding the difference between a fix and a permanent solution.
• Strong written and oral communication skills with colleagues and clients.
• Self-starter, natural leader, and promoter of continual improvement.
• Strong skills in workload management, prioritisation, and managing client expectations.
• Ability to provide both proactive and reactive service.
• Passionate about Digital IT solutions and committed to personal development.

Relevant Experience

• Microsoft 365 Stack: Office Apps, Windows Enterprise, Enterprise Mobility & Security, Teams, Exchange, SharePoint, Defender, Entra ID.
• Networking fundamentals: Firewalls, routers, load balancers, switches, DHCP, DNS, WAN, VLAN, VPN.
• Hands-on experience with servers, printers, storage, desktops, and laptops.
• Windows Server and Windows Desktop.
• Microsoft Azure Infrastructure: Deployment and management of Azure technologies .
• Mobile Device Management: Intune for Windows, Linux, macOS, Android, iOS.

Additional Experience

• Artificial Intelligence: Usage of Co-Pilot, ChatGPT.
• Cyber-Security: Anti-Virus, Ransomware Protection, EDR, ASR technologies, SOC, SIEM, zero trust.
• Exposure to Linux and Apple operating systems.
• Experience with ITIL aligned service desk solutions (Datto AutoTask) and Remote Monitoring and Management solutions (Datto RMM).

Our Business

Our Values are Family, Innovation, and Trust. Foundation IT offers comprehensive managed services and professional services focusing on:

- Cloud Computing (Microsoft Azure; Microsoft 365)

- Secure Remote Working (Azure Virtual Desktop)

- Fully Managed and Co-Managed IT

- IT leadership & strategy

We maintain a professional, collaborative, hands-on, and fun working style, delivering high-quality services to clients and making FIT an enjoyable and challenging workplace. Our people are at the heart of everything we do, and we invest in their personal and professional development, fostering healthy, long-lasting relationships within our group and with our clients and partners.