2nd to 3rd Line Support Engineer
2nd to 3rd Line Support Engineer
Maidstone, Kent (Office based)
35,000 - 40,000
Permanent | 24/7 Shift Pattern
Are you an experienced Support Engineer looking for a role that offers more than just password resets and ticket queues?
We're working with a growing and well-established technology business looking to strengthen its technical support team with an experienced 2nd to 3rd Line Support Engineer. This is an excellent opportunity to join a collaborative environment where you'll work across a broad range of Microsoft infrastructure, networking and virtualisation technologies while supporting a diverse customer base.
This position operates within a 24/7 support function, working 12-hour shifts on a rotating pattern. In return, you'll receive an enhanced salary package, overtime opportunities and genuine career development.
The Role
As part of an experienced technical team, you'll provide 2nd and 3rd Line support across a wide variety of customer environments, resolving complex technical issues and ensuring critical systems remain available and secure.
Working alongside infrastructure and networking specialists, you'll troubleshoot, maintain and support a range of Microsoft and networking technologies while delivering an excellent customer experience.
Key Responsibilities
- Provide 2nd and 3rd Line technical support for a broad customer base.
- Investigate and resolve server, desktop and infrastructure incidents.
- Support Windows Server environments and Microsoft technologies.
- Administer Active Directory, Group Policy and user management.
- Troubleshoot networking issues across LAN, WAN, VPN and firewall environments.
- Support virtualised infrastructure and business-critical services.
- Maintain backup, antivirus, email security and endpoint protection solutions.
- Escalate complex issues where appropriate and work closely with senior technical teams.
- Ensure incidents are resolved within agreed service levels.
- Deliver outstanding customer service throughout the support lifecycle.
About You
You'll already have experience working within a busy IT support environment and enjoy solving technical problems across infrastructure, networking and Microsoft technologies.
You'll have experience with:
- 2nd or 3rd Line IT Support
- Microsoft Windows Desktop & Microsoft 365
- Windows Server administration
- Active Directory and Group Policy
- DNS, DHCP and TCP/IP
- Hardware, desktop and server support
- Backup and endpoint security solutions
- Networking including LAN, WAN, VLAN, VPN and Firewalls
- Virtualisation technologies such as VMware or Hyper-V
- Excellent troubleshooting and communication skills
Desirable
- Microsoft certifications (MCP, MCSA, Azure or equivalent)
- Previous experience within an IT Managed Services or fast-paced support environment
- Exposure to enterprise networking technologies
- A full UK Driving Licence is required, with occasional travel to customer sites when needed.
What's on Offer
- Competitive salary with enhanced shift allowance
- Paid overtime opportunities
- Excellent training and career progression
- Exposure to a wide variety of technologies
- Supportive and collaborative technical team
- Modern working environment
- Company benefits package
If you're an experienced Support Engineer looking for a technically varied role where you'll continue to develop your infrastructure and networking skills, we'd love to hear from you.
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