2nd Line Engineer

2nd Line Engineer Up to £40,000 Bristol / Hybrid We are fortunate to be working with a leading provider of expert business IT solutions, consultation, training, and support is committed to delivering a comprehensive range of IT services with a personal touch. Specializing in Infrastructure Modernisation, Workspace Transformation, Security, Training, and Managed Services, the company takes a consultative approach, focusing on understanding both the people and the business. * As a 2nd Line Support Engineer, you will be the key contact for escalating IT support requests and resolving complex issues. * You’ll collaborate closely with the service desk team to promptly and effectively address technical challenges, whether working remotely or on-site. * Your responsibilities will include optimizing service desk efficiency by researching and implementing better ticketing practices, identifying patterns, creating new processes, and keeping documentation up to date. * You'll also work alongside 1st Line Engineers and escalate more complex problems to 3rd Line Engineers when needed, ensuring smooth operations and maintaining high levels of customer satisfaction. You will need: * 2-5 years' experience in a fast-paced Managed Service Provider environment. * Proficient in supporting Windows 8/10/11 & Microsoft 365 * Familiarity with Endpoint Manager and Conditional Access policies. * Strong expertise in Active Directory, both Windows Server and Azure. * Experience with Microsoft Intune and Autopilot for desktop support. * Skilled in supporting Windows Server environments. * Capable of providing support for Mac systems. * Solid understanding of networking, including firewalls, routers, and switches. * Hands-on experience with virtualization technologies such as Hyper-V and VMware. * Comfortable using industry-standard tools like RMM and ticketing systems. The organization also places a strong emphasis on employee development, offering clear pathways for career progression aligned with broader business objectives