Support Engineer needed for my client in Oldham, they are a successful MSP looking to take on a 1st Line / 2nd Line Support Engineer to join their expanding team. This is a very rare opportunity as my client hasn’t recruited in 5 years due to excellent retention of staff.

The ideal candidate will be an experienced 1st/2nd line technical support engineer from a Managed Service Provider background. You will be a motivated, natural problem solver with the ability to work in a fast-paced environment. A passion for technology and providing outstanding customer service is essential.

Office based position, great training opportunities, good benefits.

Key Responsibilities will include, but are not limited to:

Form part of the “Single Point of Contact” for all general, service & software escalations – Dedicated Telephone (DDI)

Daily proactive checks and alert management via Embedded Web Services or Print Management Solutions

Monitor and escalate device, software and infrastructure alerting to the relevant technical teams

Access Managed Print Solution Server Status Monitoring, print queue status and error reporting

Accurately record any incidents within the service desk tool with first line triage and assessment

Escalate incidents requiring L3 support to MPS Technical Lead or Head of Post-Sales Support and Service Delivery where applicable

Act as the first point of contact for any technical or end user hardware issues raised

Provide 1st Line diagnosis and 2 nd Line resolution

Respond appropriately to technical issues raised, through resolution or escalation

Prioritization and management of workload

Software Installations • Ability to communicate clearly and efficiently with third parties

Log all service tickets received via telephone, email and service portal and handle accordingly throughout the stages of the ticket, from raising through to closure

Provide efficient customer service. 1 Knowledge, Skills & Experience:

The candidate will have:

Experience with key technologies, such as: o Windows Server 2016 – 2022 o Windows 7 – Windows 11 o Networking TCP/IP o Wireless Networks o Installing/configuring printers o DHCP/DNS

Excellent problem solving and customer service skills

Previous experience providing 2nd Line Support preferably for an MSP or within the MPS Industry

Knowledge of the principles of ITIL/ITSM

Confident Communicator at all levels

Good logical/troubleshooting skills

Excellent customer facing skills

Excellent attention to detail

Microsoft Technical qualifications are desirable

If you would like to hear more, please do not hesitate to apply