Technical Support Engineer (2nd Line)

Our rapidly expanding managed services provider based in Leeds is looking to grow our technical team. The ideal candidate will already have MSP experience and will be familiar with all the relevant technologies. If you would like to come work on the IT front-line implementing the latest tech and working with a friendly team of professionals, then get in touch!

Responsibilities

• Provide 2nd line IT support to over 130 businesses across Yorkshire and beyond both remote and on site.
• To organise your own time and self-manage your workload, ensuring all time spent on a job is logged.
• Visit client’s sites as and when required.
• Acting as a route of escalation for less experienced team members.
• Managing customer expectations, giving realistic timeframes and advice.
• Occasional travel to London will be expected with all expenses paid.

Qualifications

• At least 3 years of experience in Technical support
• Customer service oriented
• Strong written and verbal troubleshooting skills
• Driving license and access to a vehicle
• Professional certifications (Microsoft, Cisco etc.)

Technical Knowledge

• Microsoft Cloud - Office 365, Azure AD, InTune.
• Virtualisation - HyperV or VMware
• Windows Server - Active Directory, Group Policy, Shared Folders, Permissions, SQL
• Networking - DHCP, DNS, VPN, VLANs, Firewalls, TCP/IP, routers, leased lines
• Backup - Veeam, Acronis
• VoIP - 3CX
• RMM experience would be an advantage - helpdesk, ticketing, patch management, automation.

Desired Experience

• Cloud migrations - on premise to Azure, Office 365 etc.
• Microsoft Intune - management of corporate devices, central policies, auto-enrolment, security baselines etc.
• Cyber Essentials - completed CE applications for corporate customers.
• Firewall configuration, VPN setup etc.
• Apple technology, iPads, Macbooks, MacOS, Apple Configurator etc.

Benefits

• Salary range £25k - £30k
• 20 days holiday + 8 bank holidays + 1 additional day per year.
• Christmas week off every year
• Generous pension scheme
• On site parking
• On site EV charging
• High spec company laptop
• All travel expenses paid.
• Company events / nights out
• Bright HR employee portal with access to hundreds of discounts / offers.
• Employee assistance and wellbeing programme
• Unlimited professional certifications & training

About Us

We like to think we do a good job looking after our customers’ needs and supporting their businesses. There are many IT providers in the market who are providing poor service, so we are proud to be one of the good ones. We are looking for a strong addition to the team who can help us to grow whilst we continue to maintain this level of care.

Having started up in November 2019 during the height of the pandemic when many businesses we're struggling, we buckled down, worked hard and just got on with it. We learned how to grow during a difficult time when just getting an appointment to see someone, was hard enough. Now, we are thriving, with a team of 8, soon to be 10.

We are very friendly and open team, honesty and fairness is at the heart of everything we do. Unlike many IT providers, we are not just trying to empty the pockets of our customers. Our approach is to keep our customers happy, all of the time, not just when they first sign-up. Over 5 years we have only lost 3 clients which we believe is testament to our service level.

We want our team to stay with us for the long-term too, so we try to be flexible as an employer. This role is office-based, however, everything we do, all of the systems we use, are all 100% cloud-based. We have been careful since day one to ensure this so that our team can work from anywhere, anytime. Should you need to work from home some days, whether it's a doctors appointment or your child's school sports day, just give us a heads up.

Our company is part of a group, within our premises there is also a managed print provider, a software firm and a document management provider. Across the group there are around 50 staff. We all share communal areas and enjoy a good chin-wag. We also have group-wide social events throughout the year.