2nd & 3rd Line IT Support Engineer

Please email sbuckler@bondrecruitment.com

Job Title: 2nd & 3rd Line IT Support Engineer
Location: Ringwood
Salary Range: £25,000 - £33,000 pa
Job Type: Full time, permanent
Hours: 37 hours per week, Monday – Thursday 9:00 – 17:30, Friday 9:00 – 17:00 with 1-hour lunch break (unpaid).
Job Description:
We are seeking a dynamic and team-oriented Level 2 IT Support Engineer to join our growing company based in Ringwood, Hampshire. Your primary responsibilities will include providing end-user support, networking, server support, and advanced expertise in wireless technologies. You will be part of a mixed team comprising Service Desk, Customer Support Coordinators, and Field Service Engineers, reporting directly to the Service Delivery Manager.
Key Roles and Responsibilities:
Architect, manage, and support the company’s cloud and on-premise core services and infrastructure, including Microsoft M365, compute (cloud and laptops), storage, and networking.
Ensure efficient management of environments in terms of uptime and capacity.
Proficiency in a broad range of technologies, covering both cloud and on-premise, such as networking, M365, and ERP.
Experience in rapid deployment with an agile approach, with a focus on business-enabling technologies.
Minimum of 3 years of experience in a technical infrastructure role within a project-driven environment.
Ability to work independently and thrive in a cloud-first business environment.
Primary Job Responsibilities:
Answer support calls and log support cases.
Provide telephone assistance and resolve issues through first-time fix.
Support end-users by identifying, researching, and resolving 2nd line support cases.
Conduct on-site visits to resolve issues, install hardware, and perform cabling.
Provide advanced support in networking, infrastructure, and Wi-Fi.
Escalate cases when necessary.
Regularly update support case information and maintain up-to-date documentation.
Assist with administrative duties when required.
Experience Required:
Excellent interpersonal and communication skills.
Ability to effectively communicate across different levels within the organization.
Strong time management skills with the ability to prioritize competing demands.
Ability to influence others, set expectations, and manage projects.
Strong understanding of network technologies and fundamentals.
Technical expertise in Microsoft Technologies (Windows 10, InTune MDM, Active Directory, Azure, Security, M365, etc.).
Experience in high-level and low-level solution design and implementation.
Proficiency in Draytek (or similar) Unified Threat Management Systems and Firewalls.
Familiarity with UniFi (or similar) Wireless Access Points.
In-depth understanding of network protocols, routing, and subnets.
Experience with Exchange 2000 and above, as well as Office 365.
Escalation management skills.
Organized and self-motivated with effective workload prioritization.
Desired Experience (not essential):
Familiarity with remote support tools like TeamViewer and LogMeIn.
Professional qualifications from CISCO, Microsoft, etc.
Experience with Active Directory and Office 365 migration.
Proficiency in management reporting.
ITIL Foundation certification.
Trend analysis of support cases to aid Problem Management.
Support documentation and Service Desk procedure writing.
Sales experience would be beneficial.
Benefits:
On-site parking.
20 days holidays + Bank holidays.
Holiday allowance increases with length of service.
Company Pension scheme.
Company-wide Bonus Schemes.
Staff chill space with dart board, sofa, TV, games & refrigerator.
Staff social events.
Experience:
2 years of IT Support experience (preferred).
Work remotely:
No.