MSP Support Engineer (2nd Line)

MSP Support Engineer (2nd Line) Location: Hook, Hampshire (hybrid working available) Type: Full-time, Permanent Salary: Up to £35,000 DOE Pyramid are working with a Hampshire based IT support provider looking to add to their team. This role offers the opportunity to join a proactive and forward-thinking company, supporting valued clients over a range of industries with a commitment to high end service and exceeding their needs. Responsibilities: As an MSP Support Engineer, you will be responsible for delivering professional first and second-line technical support services within a Service Desk environment. Your duties will include providing advisory, diagnostic, and repair support via telephone, email, and face-to-face interactions. It's crucial to record and update all identified problems on the helpdesk system, ensuring users are informed of the status of ongoing incidents and problems. Adherence to the escalation process and keeping Systems Administrators and relevant parties updated on ongoing issues and escalations is a key aspect of your role. Key Focus Areas:

• Provide Service Desk support to over 500 users, specialising in Office 365, SharePoint, Intune, and Remote Desktop.
• Proactively engage in developing and optimising the customers' IT environment.
• Actively contribute to minimising problems by addressing potential issues before they escalate, ensuring a seamless experience for clients.

• Minimum 3 years of experience providing 2nd line support in an MSP or School environment.
• Proficiency in Windows and Mac OS environments, mobile devices, Google Workspace for Education, Office 365, and Azure.
• Strong knowledge of 365, Hyper V, Group Policy, and SCCM/Intune.
• Exceptional communication skills to effectively engage with clients and team members.
• Interest in scripting and 365 Security a bonus
• Will need to be DBS checked as clients include working with Schools.

• Competitive salary package, up to £35,000 depending on experience. Overtime available.
• 25 days annual leave, in addition to Bank Holidays and your birthday off.
• Private health care benefits.
• Pension scheme.
• Engage in staff socials.