Contract
IT 2nd Line Support Engineer
Posted on 07 March 25 by Laks
- USA, United States
- $ - $
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Job Description
IT 2nd Line Support EngineerRemote
Contract
Role Responsibilities
• Supporting predominantly Microsoft 365 based products and end-users.
• Creating and updating documentation and processes.
• Software installation and troubleshooting.
• Creation and management of user accounts.
• Raising issues, calls, and liaising with third-line support.
• Prompt response and resolution of support calls.
• Escalating issues that cannot be resolved at 2nd line level.
• Joiners Movers Leavers
• This list is not exhaustive and may be added to or amended from time to time.
• Assist IT Services Team Leader and Group IT Manager:
o Azure administration
o IT projects
o Domain management
o Network management including cabling (Server Rack setup)
o Application management
o Hardware Management
Role Requirements
• 2+ years of relevant experience providing 2nd line user support.
• High-volume Service Desk experience.
• Strong knowledge of Microsoft technologies. Active Directory, Entra, SharePoint, 365, Windows 10/11.
• Ideally, previous experience and knowledge of ticketing systems - ITIL Framework.
• Technically inquisitive, with a proven ability to keep up to date under your own initiative.
• Problem solver with good analytical and planning skills
• IT qualifications would be an advantage.
• Prepare, plan and implement technical solutions.
• Provide on-site & remote support up to 2nd line.
• Offer support and training to junior colleagues.
• Develop strong relationships with vendors and strive to go above and beyond SLA’s
Skills & Abilities
• Experience working in fast paced environment under pressure.
• IT Projects
• Microsoft technologies
• Ticketing Systems
• Advanced troubleshooting and multi-tasking skills
• Hard working
• Professionalism
• Excellent communication skills, both verbal and written
• Flexibility in working hours and task list with willingness to work outside working hours if necessary (occasionally)
• Good time management
• Willing to support remote sites, including visits.
• Proactive and responsive