sona it company
IT Support Engineer (2nd Line) Fully Remote
Are you a skilled Second Line Engineer eager to advance your career in a dynamic, remote working environment?
We are a London-based Managed Service Provider (MSP) seeking a dedicated IT Support Engineer with a passion for technology and a commitment to delivering outstanding customer service. The ideal candidate will be proactive, detail-oriented, and possess excellent communication skills. We value a common-sense approach to problem-solving and a willingness to continuously learn and adapt.
Key Responsibilities:
· Deliver exceptional customer service through prompt and effective support.
· Answer and log incoming calls and chat support requests accurately.
· Maintain precise and detailed notes and time records.
· Troubleshoot and resolve technical issues, ensuring either resolution or proper escalation.
· Regularly reference and update client documentation and user guides.
· Liaise with third-party software vendors to resolve client issues.
· Assist in various projects, including client on-boarding and system upgrades.
Desired Experience:
· Previous experience within a Managed Service Provider (MSP) environment is highly desirable.
· Proficiency with Active Directory administration.
· Strong skills in using and troubleshooting Office 365 applications.
· Solid experience with Windows Server and Windows 10 troubleshooting.
· Peripheral device support, including printers and scanners.
· Familiarity with security products and protocols.
· Experience in detailed ticket logging and management.
· Basic understanding of networking concepts, including routers and switches.
This role offers an excellent opportunity for a 2nd Line Engineer to enhance their skills, work on diverse projects, and grow within a supportive team.
