2nd Line Support /Client Services Engineer

WSR are looking for a hybrid 2nd Line Support / Client Services Engineer to join the team of our esteemed client based in Central London.

Reporting to: IT Manager (rotating 1 week in office, 1 week remote working)
Location: Central London
Salary: £42K + Personal development opportunities, Pension, Staff Treats, Annual bonus

Company overview:

Our client is a leading provider of IT managed services in London. They offer a wide range of IT services from strategic project management to remote support.

Role overview:

Are you looking for a new challenge where you can expand your knowledge and be part of a close-knit team? Do you want to be part of an exciting, growing business where you’ll be appreciated and recognised? If so, and you have the skills, then we’d love to hear from you! 

They are a close-knit team who love to have fun. The team is continually developed across all aspects of IT to ensure they provide the very best solutions. Team members are fully qualified and experienced IT Engineers and personal development is supported throughout their journey.

They aim to travel the extra mile for clients and exceed their expectations. The success of the business to date has been built through referrals from satisfied clients.

If you share those values and want to be part of the team then get your application in so we can talk.

Purpose of the Role:

The successful applicant will be responsible for providing technical assistance to various end-users, including answering questions, consulting or resolving systems issues via telephone, remote connectivity, or in person. The role will be acting as the first point of contact for clients, providing immediate advice and resolution via troubleshooting and configuration updates. From logging a ticket, you will be the ticket lead, responsible for providing a solution, liaising with other engineers as required, and following up with the client to ensure that they’re happy with the service. The role will deliver a high level of hardware and software support by efficiently providing technical assistance related to installations, upgrades, applications, email and operating systems.

Duties and responsibilities:

• Assist end-users by providing Tier 1 and Tier 2 technical support to raise queries professionally while maintaining a high level of customer service and working with Tier 3 engineers effectively. This may be remote troubleshooting or involve site visits
• Take ownership of all technical queries, ensuring that they are resolved within accordance with each client’s SLA
• Manage ticket queue, ensuring that all open tickets are up to date with relevant troubleshooting steps and current ticket status
• Maintain a thorough record of client information through our documented change processes
• Create and maintain an IT knowledge base for use by other field engineers as well as clients
• Evaluate the client’s efficiency of different IT systems and recommend improvements
• Manage client systems including Microsoft Exchange, Active Directory, local and cloud file storage, disaster recovery, VoIP etc. proactively to ensure
• Provide clients with recommendations for hardware solutions such as laptops, wireless access points, storage devices etc.
• Liaise with third-party hardware and software providers to effectively troubleshoot client issues promptly
• Install and perform repairs to hardware, software or peripheral equipment, following design or installation specifications
• Maintain systems, install new units and make modifications to networking hardware as required
• Identify and research future infrastructure systems and technology innovations and apply this knowledge to client infrastructure improvements
• Provide clients with advice and support on system improvements and benefits
• Assist with project work as requested. This may include design, implementation or a combination of both

Required Skills:

• Strong working knowledge of Windows 10, Windows 7 and Mac OS X
• Network experience; LAN, WAN, Wi-Fi, including troubleshooting and configuration
• Strong working knowledge of Windows Server 2008, 2012 and 2016; Active Directory, DFS, FAP, Hyper-V, ADFS, DHCP, DNS
• Understanding of PC hardware and software setup and configuration, including TCP/IP networking skills
• Cloud Technologies; Office 365, gSuite, AWS, Azure
• Experience in troubleshooting client-side applications; Office
• Advanced problem-solving skills
• Excellent communication skills, both verbally and written, ability to communicate with clients at all levels in a professional manner

Please click ‘APPLY NOW’, or call the WSR Team at for more info.

We appreciate the time and effort invested in your application. While we strive to respond to all applicants promptly, we kindly ask for your understanding in case of delays. If you do not hear from us within 10 days of submitting your application, please assume that, unfortunately, you have not been successful this time.

We will however keep your CV on file and review your suitability against any other vacancies we may have available.