2nd Line Technical Support Engineer

Hybrid working

Salary dependent on experience

Are you a tech-savvy problem solver with a passion for helping people?

Join our dynamic team at the Outsource Group, a leading IT Managed Service and Security Provider (MSSP), and develop your career as a 2nd Line Engineer! We’re seeking enthusiastic individuals to provide exceptional technical support to our valued clients, ensuring their IT systems run smoothly and securely.

The Technical Support Engineer provides technical support to clients of our Managed Service and Security Provider, acting as a key point of contact for resolving technical issues. This role requires a solid understanding of IT infrastructure, basic security principles, and effective troubleshooting skills. The Engineer is responsible for handling a range of technical issues, escalating complex problems to senior engineers as needed, and ensuring high levels of client satisfaction. This role requires a minimum of 3 years of experience in a similar support capacity.

Key Responsibilities

• Provide technical support to clients via phone, email, and remote access, resolving hardware,
  software, network, and basic security issues.
  • Log and track all support interactions within the ticketing system, ensuring accurate and
  detailed records.
  • Diagnose and troubleshoot technical problems, escalating complex issues to senior engineers
  or specialised teams.
  • Follow established procedures and knowledge base articles to resolve common issues.
  • Assist with the setup, configuration, and deployment of client hardware and software.
  • Monitor client systems and infrastructure for potential problems.
  • Perform basic network troubleshooting, including connectivity issues and network device
  configuration.
  • Provide support for common operating systems (Windows Desktop, macOS), applications
  (Microsoft Office Suite), and peripherals.
  • Support basic security measures, such as antivirus software and firewall configurations.
  • Maintain clear and concise communication with clients throughout the support process,
  providing regular updates and ensuring satisfaction.
  • Contribute to the development and maintenance of knowledge base articles and technical
  documentation.
  • Collaborate with other technical teams, including network engineers, security specialists, and
  project managers, to deliver comprehensive solutions to clients.
  • Stay up to date with the latest technologies and security threats, continuously expanding
  technical knowledge and skills.
  • Adhere to ITIL best practices for incident management.
  • Work collaboratively with other team members to ensure efficient service delivery.

Skills and competencies required:
• Minimum of 3 years of experience in a technical support role, preferably in a managed service
provider environment.
• Good troubleshooting and problem-solving skills.
• Excellent communication skills, both verbal and written.
• Strong customer service skills and a client-focused approach.
• Ability to work independently and as part of a team.
• Ability to manage multiple tasks and prioritize effectively.
• Good organizational skills and attention to detail.
• Willingness to learn new technologies and expand technical knowledge.

Professional experience (Desirable):
• Experience working in a managed service provider environment.
• Experience with ticketing systems (e.g., ConnectWise, Autotask).
• Experience with remote monitoring and management (RMM) tools.
• Experience with basic scripting (e.g., batch scripting, PowerShell).
• Experience with O365 / Azure AD

Company Benefits

You will receive a wide range of company benefits including:

• Work/life balance
• Family friendly environment
• Hybrid working model
• Day off for your birthday
• Team Building
• Learning and development opportunities
• Regular social events
• Private Medical cover through Vitality
• Health Care Cash plan through Westfield
• Life insurance cover
• 31 days holiday with extra days for long service

Please note: All applicants must possess the legal right to work in the UK & a basic Access NI check will be completed upon successful appointment.

Outsource Group is an Equal Opportunities Employer.

Apply today by uploading your CV below.

Check out our careers page to find out more about the range of benefits you can expect, read comments from a few of our staff and find out more what it is like to be part of our diverse Outsource team.

Or get in touch with our People Team at recruitment@osgroup.co.uk to set up a virtual coffee and have a chat!