Are you an enthusiastic, self-starter looking for a new challenge? Do you want to join a team of motivated IT engineers who are dedicated to making people’s lives easier? If you’ve answered yes to both questions, then we’d like to hear from you!
We’re looking for a Tier 2 Engineer who is committed to developing their IT skills, taking on more responsibility for escalated support issues and delivering an excellent customer experience. You’ll work as part of a growing service desk team that focuses on making users’ lives easier through simple advice, clear communication and excellent service.
This is a hands-on support role focused on resolving tickets escalated from our Tier 1 engineers, carrying out PC, laptop and equipment installations, and providing remote and on-site support to our customers. You’ll troubleshoot issues through to resolution within your level of responsibility and escalate higher-risk or more complex infrastructure issues to our Tier 3 engineers.
You’ll carry out day-to-day Microsoft 365 administration, routine maintenance tasks such as patching and monitoring, and assist third line engineers with server, networking and UTM firewall work where required. You may also support Third Line engineers with installation and project tasks, but you will not be expected to lead projects or make high-risk infrastructure changes independently.
You’ll also support Tier 1 engineers with escalated tickets and knowledge sharing, keep customers updated throughout their tickets, and make sure documentation is clear and maintained.
Most importantly, you’ll be a dependable team player who communicates well, knows when to escalate, and is keen to continue developing their technical knowledge in a busy MSP environment.
ECS Computers are a managed service provider that supply local businesses (both SME & Corporate) with a range of IT support and services.
Job Requirements
- Experience supporting Windows PCs, laptops and end-user devices in a business environment.
- Good working knowledge of Windows desktop operating systems and common business applications.
- Working knowledge of Active Directory and basic Windows Server administration, including users, groups, permissions and common services.
- Experience working in a service desk or MSP environment, resolving tickets escalated from first line and working to customer SLAs.
- Experience administering Microsoft 365, including Exchange Online, Teams, SharePoint and user account management.
- Working knowledge of Entra ID and Microsoft 365 user, group, licence and device administration.
- Good understanding of basic networking, including TCP/IP, DNS, DHCP, Wi-Fi and general connectivity troubleshooting.
- Experience installing and troubleshooting PCs, laptops, printers, peripherals and other customer equipment.
- Remote & on-site device and networking support (Windows and Mac).
- Strong customer relationship & communication skills.
- Strong problem-solving, troubleshooting and teamwork skills.
- Able to follow documented procedures, work safely within defined technical boundaries and escalate appropriately when required.
- Experience using RMM and ticketing systems preferred.
- Some experience supporting or assisting with UTM firewalls and security systems. WatchGuard experience preferred.
- Experience supporting VoIP communications would be beneficial.
- Driving license essential.
- Rotational weekend and weekday on-call work required – this is scheduled in advance.
- Willingness to assist senior engineers with server, networking, firewall and installation work when required.
Main Duties
- Routine maintenance tasks such as patching, monitoring, backup checks and basic remediation.
- Resolving remote and telephone support tickets escalated from Tier 1 engineers.
- On-site support for PCs, laptops, printers, networking and other end-user equipment.
- Installation, replacement and setup of PCs, laptops, monitors, printers, peripherals and other customer equipment.
- Day-to-day Microsoft 365 administration, including users, licences, Exchange Online, Teams, SharePoint and related services.
- Troubleshooting user, device and connectivity issues and escalating server, firewall, network or site-wide issues when they require Third Line involvement.
- Assisting senior engineers with server maintenance, backup and restore tasks where instructed.
- Assisting with UTM firewall, networking and infrastructure work under the direction of senior engineers.
- Meeting customer SLA deadlines and keeping customers clearly updated throughout ticket resolution.
- Ensuring ticket notes, customer documentation and equipment records are accurate and maintained.
- Patch management and routine monitoring across customer devices and supported systems.
- Supporting Tier 1 engineers with escalations, technical guidance and knowledge sharing.
- Assisting Third Line engineers with equipment installations and defined project tasks where required. Experience with WatchGuard products, Halo and N-able N-Central is a big plus!
Must be driven, keen and willing to learn
Job Types: Full-time, Permanent
Benefits:
- Company pension
- Health & wellbeing programme
Schedule:
- 8-hour shift
- Day shift
- Monday to Friday
- Weekend availability
- Some on-call cover may be required
Ability to commute/relocate:
- King's Lynn: reliably commute or plan to relocate before starting work (required)
Experience:
- IT support: 3 years (preferred)
Licence/Certification:
- Driving Licence (required)
Work Location: In person
Job Types: Full-time, Permanent
Pay: £30,500.00-£36,200.00 per year
Benefits:
- Company pension
- Health & wellbeing programme
Ability to commute/relocate:
- King's Lynn PE30 5HA: reliably commute or plan to relocate before starting work (required)
Experience:
- IT support: 3 years (preferred)
Licence/Certification:
- Driving Licence (required)
Work Location: In person
