Job Title: Senior IT Support Engineer (Escalations / 2nd-3rd Line)
Location: Nottingham IT MSP
Why Join Us?
- Collaborative Environment: Be part of a close-knit technical team where knowledge sharing and mutual support are part of everyday work.
- Challenging Work: Handle complex technical issues that require real problem-solving, not just quick fixes.
- Room to Grow: Access ongoing learning opportunities and exposure to modern technologies.
- Autonomy & Responsibility: Take full ownership of issues and see them through to resolution.
- Customer Impact: Play a key role in delivering a calm, clear, and high-quality support experience to clients.
Key Role Responsibilities
- Take ownership of advanced technical issues that require escalation beyond first-line support.
- Investigate and resolve problems thoroughly, focusing on identifying underlying causes.
- Provide on-site support when remote resolution isn't sufficient.
- Liaise with third-party providers and vendors to support issue resolution.
- Keep accurate and detailed records of work carried out, contributing to shared documentation.
- Ensure tickets are managed effectively, with clear updates and adherence to service levels.
- Balance competing priorities while maintaining service quality.
- Offer guidance to junior team members and help reduce repeat escalations.
- Contribute ideas to improve internal processes, tools, and service delivery.
Key Attributes Required
- Demonstrable experience in a 2nd or 3rd line IT support role, ideally within a managed services environment.
- Strong working knowledge of Microsoft 365, Azure AD, Windows Server, networking, and virtualisation platforms.
- A structured and analytical approach to troubleshooting.
- Strong communication skills, with the ability to explain technical matters in a straightforward way.