Job Description
As a Level 2 IT Support Engineer, you will provide comprehensive support services to our clients, ensuring their IT infrastructure and systems remain fully operational. This role involves proactively identifying, investigating, and resolving technical incidents and problems, and restoring service to clients by managing incidents through to resolution. Reporting to the 2nd Line Team Leader, your responsibilities will include a mix of proactive monitoring and maintenance, as well as business-as-usual support.In addition to IT support, you will also provide network support to clients. Familiarity with Meraki, Fortinet, Zyxel, and Sonicwall network technologies is essential. Experience in an MSP support role is crucial. The ideal candidate will thrive in a fast-paced environment and have a strong desire to continue learning and developing their technical skills.Responsibilities:* Incident Management: Efficiently handle and resolve incidents escalated from 1st line support within agreed Service Level Agreements (SLAs).* Problem Management: Analyse incident trends to identify recurring issues and work towards root cause resolution to prevent future occurrences.* Technical Support: Provide advanced troubleshooting and technical support for complex issues across a wide range of enterprise systems and applications.* Change Management: Review and implement changes to the IT environment, ensuring they comply with Change Management procedures and minimise disruption.* Knowledge ..... full job details .....