2nd Line Service Desk Analyst

2nd Line Service Desk Analyst
Location: Wolverhampton
Salary: £32,000

My client is a well-established MSP based in Wolverhampton, delivering comprehensive IT support and solutions to a wide range of clients across various industries. Their commitment to excellent customer service and cutting-edge technology has earned them a reputation as a trusted IT partner. They are looking for a 2nd Line IT Engineer to join their growing technical team and provide high-level support to our clients.

Key Responsibilities:

* Provide 2nd line technical support to clients, diagnosing and resolving complex IT issues relating to hardware, software, and networks.
* Act as an escalation point for the 1st line support team, ensuring prompt and effective resolution of tickets.
* Troubleshoot and manage issues with desktops, laptops, servers, and network infrastructure (routers, switches, firewalls).
* Administer and support Windows Server environments, Active Directory, Office 365, and Exchange.
* Manage and support virtualisation technologies such as VMware or Hyper-V.
* Deploy and configure new systems, including hardware, software, and network devices.
* Ensure timely communication with clients, keeping them informed about the status of their requests and resolving issues within agreed SLAs.
* Assist in the planning and implementation of IT projects, including migrations, upgrades, and installations.

Skills & Experience:

* Proven experience in a 2nd line support or similar IT engineering role, ideally within an MSP environment.
* Strong knowledge of Microsoft technologies, including Windows Server, Active Directory, Office 365, and Exchange.
* Experience with networking fundamentals (DNS, DHCP, TCP/IP), firewalls, and VPN configurations.
* Proficiency in troubleshooting and maintaining hardware, software, and network infrastructure.
* Strong problem-solving skills and the ability to work independently or as part of a team.
* Excellent communication and interpersonal skills, with the ability to explain technical issues clearly to clients.

Benefits:

* Competitive salary based on experience.
* Continuous professional development opportunities, including certifications and training.
* A supportive and collaborative team environment with a focus on career progression.
* Flexible working options and opportunities to work with a diverse range of technologies and clients.