IT Support Engineer

Job Title: Senior IT Support Engineer (Escalations / 2nd–3rd Line)

Location: Nottingham IT MSP

Why Join Us?

• Collaborative Environment: Be part of a close-knit technical team where knowledge sharing and mutual support are part of everyday work.
• Challenging Work: Handle complex technical issues that require real problem-solving, not just quick fixes.
• Room to Grow: Access ongoing learning opportunities and exposure to modern technologies.
• Autonomy & Responsibility: Take full ownership of issues and see them through to resolution.
• Customer Impact: Play a key role in delivering a calm, clear, and high-quality support experience to clients.

Key Role Responsibilities

• Take ownership of advanced technical issues that require escalation beyond first-line support.
• Investigate and resolve problems thoroughly, focusing on identifying underlying causes.
• Provide on-site support when remote resolution isn’t sufficient.
• Liaise with third-party providers and vendors to support issue resolution.
• Keep accurate and detailed records of work carried out, contributing to shared documentation.
• Ensure tickets are managed effectively, with clear updates and adherence to service levels.
• Balance competing priorities while maintaining service quality.
• Offer guidance to junior team members and help reduce repeat escalations.
• Contribute ideas to improve internal processes, tools, and service delivery.

Key Attributes Required

• Demonstrable experience in a 2nd or 3rd line IT support role, ideally within a managed services environment.
• Strong working knowledge of Microsoft 365, Azure AD, Windows Server, networking, and virtualisation platforms.
• A structured and analytical approach to troubleshooting.
• Strong communication skills, with the ability to explain technical matters in a straightforward way.

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