Overview
The 2nd Line Support Engineer will provide expert technical support while maintaining the stability and performance of IT systems for a well-established retail organization. Working closely with the IT team and reporting to the Senior IT Manager, the contractor will handle escalated issues from 1st line support, contribute to infrastructure projects, and mentor junior engineers. This role offers a hybrid working arrangement, with 3-4 days on-site at the White City/Shepherd's Bush location and an immediate start available.
Responsibilities
- Resolve complex IT issues escalated from 1st line support within SLA while maintaining clear communication with users.
- Diagnose software, hardware, and network issues, focusing on root causes.
- Escalate issues to 3rd line support or vendors when necessary, ensuring proper handover.
- Support server, network, and infrastructure installation, configuration, and maintenance.
- Monitor system backups and resolve failures promptly.
- Contribute to various IT projects from planning stages to post-go-live support.
- Maintain clear documentation and identify recurring issues for proactive resolutions.
- Mentor 1st line engineers to enhance their skills.
Requirements
- 5+ years experience administering Microsoft 365 or Google Workspace, including user lifecycle and policy configuration.
- Experience with Windows 11 and macOS endpoint management using tools like Intune or Jamf.
- Strong troubleshooting skills for LAN/WAN, including DNS, DHCP, and VPN.
- Excellent stakeholder management and communication abilities.
- Ability to deliver work under strict deadlines and maintain strong documentation practices.
- Proactive and self-motivated approach to problem-solving.
- Solid understanding of IT service delivery best practices.
- Commitment to exceptional customer service.