Role: 2nd Line IT Engineer
Location: Liverpool
Salary: £32,000

My client is seeking a dedicated 2nd Line Support Engineer to join their team. This office-based role (with the flexibility to work from home 1-2 days per week) involves collaborating with the helpdesk team to provide expert solutions for escalated technical issues and delivering top-tier technical support.

Key Responsibilities:
* Serve as the primary contact for incoming Service Desk calls, working closely with IT Support members across various sites to manage 1st and 2nd line incidents and requests.
* Support and troubleshoot a range of technologies including desktop applications, Windows 7 & 10, virtualisation (VMWare), Office 365, Windows Server, Active Directory (AD), and networking components such as TCP/IP and firewalls.
* Take ownership of escalated issues from 1st and 2nd line support, ensuring timely resolution within service level agreements (SLAs).
* Investigate and resolve configuration and deployment issues.
* Perform initial investigations of reported incidents and escalate complex issues beyond 2nd line support when necessary.
* Ensure efficient installation and operation of applications across all platforms.
* Escalate major incidents to the Service Desk Team Leader as needed.
* Handle hardware issues, including networking and switching, and document resolutions while advising on best practices.

Essential Technical Skills:
* Familiarity with Active Directory (AD), Windows 7 & 10 and cloud platforms such as Office 365.
* Basic understanding of VMWare.
* Experience with Windows Server.
* Laptop/PC builds, and networking (TCP/IP, switches, DNS, DHCP).
* Competence in hardware support and configuration.

Benefits:
* Opportunities for career advancement and professional development.
* Pension scheme.
* Health and wellness benefits.
* Collaborative and supportive work environment.

If you're ready to take the next step in your IT support career, we want to hear from you! Apply now with your CV!