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1st & 2nd Line Support Engineer – MSP
Remote ChoiceManaged IT services provider looking for 1st & 2nd Line Support Engineer to join their technical support team delivering exceptional service. Role involves technical support, incident resolution, and maintenance tasks.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing technical support in a Managed Service Provider environment, with strong capabilities in Microsoft Windows Server, Active Directory, and VMware vSphere. Proficient in troubleshooting, maintaining security best practices, and delivering excellent customer service.
Highest-signal resume keywords
Microsoft Windows Server TechnologiesActive Directory SupportVMware vSphereTroubleshooting SkillsIT Security Best Practices
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportMonitoring Reports AnalysisUser Account ManagementGroup Policy ConfigurationHardware and Software InstallationNetwork Services ManagementScripting for AutomationVoIP Telephony SupportDesktop and Mobile Device MaintenanceLAN/WAN Networking
Soft Skills
Excellent CommunicationStrong Organisational SkillsProactive ApproachCustomer Service OrientationTeam Collaboration
Tools & Technologies
Microsoft ExchangeMicrosoft 365DNSDHCPRemote Access ToolsManaged Service DashboardsPrinters Management
Certifications & Qualifications
NVQ Level 3Microsoft CertificationCompTIA Certification
Industry Keywords
Managed Service ProviderTechnical Support ProceduresInformation Security PoliciesService Level Agreements
Tech Stack
Tools & technologiesDNSVMwareVoIP
About the role
Key responsibilities & impact- Provide 1st and 2nd line technical support via telephone, email and remote access.
- Monitor managed service dashboards and respond promptly to alerts, ensuring issues are remediated through patching, updates and fixes.
- Analyse monitoring reports and escalate or resolve alerts as appropriate.
- Produce and maintain management and customer reports where required.
- Administer Windows Server environments, Active Directory, Microsoft Exchange, VMware vSphere and core network services including DNS and DHCP.
- Create and manage user accounts and permissions.
- Configure, update and maintain Group Policies.
- Maintain accurate technical documentation and client records.
- Support and administer printers and VoIP telephony systems.
- Install, configure, troubleshoot and maintain desktops, laptops and mobile devices.
- Deploy and support hardware and software in line with best practice.
- Diagnose hardware and software faults and implement effective resolutions.
- Identify opportunities to reduce recurring technical issues through proactive improvements.
- Support email platforms and ensure systems operate securely and efficiently.
- Collaborate with wider technical teams to investigate and resolve support tickets.
- Develop and maintain scripts to automate routine administration tasks where appropriate.
- Contribute to the development and continual improvement of technical support procedures.
- Recommend hardware and software upgrades where beneficial.
- Support wider business and customer projects as required.
- Ensure all support requests are managed in accordance with agreed SLAs.
- Deliver excellent customer service while maintaining strong communication throughout the support process.
- Follow information security policies and contribute to continual security improvements.
Requirements
What you’ll need- Previous experience in a Managed Service Provider (MSP) environment.
- Strong knowledge of Microsoft Windows Server technologies.
- Experience supporting Active Directory, Microsoft Exchange and Microsoft 365.
- Good understanding of VMware vSphere.
- Experience supporting LAN/WAN networking, including DNS and DHCP.
- Excellent troubleshooting skills across hardware, software and operating systems.
- Strong organisational skills with the ability to manage multiple support tickets effectively.
- A proactive approach and the ability to work independently as well as within a team.
- Excellent communication and customer service skills.
- A good understanding of IT security best practices.
- Ideally, you'll hold (or be working towards) a recognised IT qualification, such as an NVQ Level 3 or relevant vendor certification (e.g. Microsoft, CompTIA or equivalent).
Benefits
Comp & perks- Health insurance
- Flexible working hours
- Professional development opportunities