2nd Line Support Engineer

About the role

An established IT managed services provider is looking for a 2nd Line Support Engineer to support UK-based clients remotely from the Philippines. You'll pick up the issues 1st line can't fix, keep client systems running smoothly, and get involved in project work including builds, implementations and documentation.

Working hours: UK business hours, approximately 4:00pm to 12:30am PHT (5:00pm to 1:30am PHT from late October to late March)

What you'll do

• Take support calls and tickets through to resolution, escalating in line with ITSM processes where needed
• Diagnose and fix desktop and network problems remotely, including complex issues escalated from 1st line
• Work to agreed SLAs and keep users and stakeholders updated throughout
• Manage escalations to third-party suppliers and hold them to their SLAs
• Write clear documentation: RFCs, build logs, technical docs and knowledge base articles
• Support customer projects remotely: gathering requirements, implementing solutions and liaising with the project team
• Carry out routine maintenance on internal systems and take part in Disaster Recovery and Business Continuity testing
• Follow internal and client security policies, including access control, patching and incident reporting

What we're looking for

• At least [2] years of 2nd line or equivalent IT support experience
• Solid experience supporting Microsoft operating systems and Microsoft 365 applications (Outlook, Word, Excel, PowerPoint, Visio)
• A current Microsoft certification such as Endpoint Administrator Associate (MD-102), Microsoft 365 Administrator (MS-102) or Azure Administrator (AZ-104)
• Excellent spoken and written English, with a confident, professional phone manner with UK clients
• Experience with remote support tools and an ITSM ticketing system
• A reliable internet connection, backup power or connectivity, and a quiet home workspace
• A team player who learns quickly and has a track record of developing their skills