2nd Line Support jobs in Newcastle upon Tyne

About Bigfoot Networks:

Join a fast-paced, customer-focused IT Managed Services Provider (MSP) that delivers industry-leading IT support and technical solutions to a broad range of clients. We are seeking a skilled 2nd Line Engineer to strengthen our Service Delivery team and help our clients achieve seamless IT performance.

About the Role:

As a 2nd Line Engineer, you will play a key role in resolving escalated technical issues, assisting in project delivery, and maintaining client infrastructure across both on-premise and cloud environments. You will collaborate with 1st and 3rd line engineers, attend on-site visits, and work closely with clients to deliver prompt and efficient support.

Reporting to the IT Services Manager, you will work alongside our helpdesk and technical teams providing 2nd Line IT support to our customers.

The role combines remote support from our helpdesk with occasional onsite customer visits and will involve troubleshooting a broad range of Microsoft, networking, hardware, software and cloud-related issues.

Key Responsibilities:

· Providing 2nd Line technical support via telephone, email, remote support tools, onsite.

· Diagnosing and resolving escalated desktop, Microsoft 365, network and infrastructure issues.

· Supporting Windows desktops, laptops and associated business applications.

· Troubleshooting Microsoft 365 applications and services.

· Supporting network connectivity, TCP/IP, switching, routing, Wi-Fi and VPN issues.

· Installing and configuring PCs, laptops, peripherals and software.

· Supporting backup and recovery solutions.

· Carrying out onsite customer support when required.

· Escalating complex technical issues to 3rd Line or specialist teams where appropriate.

· Maintaining accurate support tickets and technical documentation.

· Monitor client infrastructure using RMM tools and respond proactively.

· Deliver project work to time and budget, following best practices.

· Maintain and update system documentation and change logs.

· Escalate complex issues to 3rd line support when necessary.

· Support technologies including Windows Server, Microsoft 365, Azure, VMware/Hyper-V, and Meraki.

· Identify sales opportunities and liaise with account managers.

Skills and Experience:

· Minimum 3 years’ experience within an IT Service Desk in a fast-paced MSP environment.

· Strong knowledge of Microsoft technologies (Windows11, Windows Server, Active Directory).

· Proficiency in Office 365, Azure AD, Intune, SharePoint, OneDrive.

· Understanding of networking principles - VLANs, VPNs, DNS, DHCP, TCP/IP.

· Familiarity with RDP, Hyper-V, endpoint protection, and backup solutions.

· Relevant Microsoft certifications (MS-900, AZ-900, SC-900) are advantageous.

· Excellent communication and problem-solving skills.

· Ability to work under pressure and manage multiple priorities effectively.

· Experience with virtualization, networking, and security tools.

· Experience working with IT Service Management tools.

· Experience resolving complex incidents and supporting problem management activities.

Career Progression:

Bigfoot actively encourages technical development and career progression. Depending on your interests and strengths, there are opportunities to progress towards areas such as 3rd Line Support and Projects

Microsoft training, certification and exams are supported, with employees encouraged to develop their technical skills and progress within the business.

Benefits:

· Competitive salary based on experience

· 28 days' annual leave including bank holidays

· Birthday day off.

· Company pension scheme

· Ongoing technical development

· Varied work across different customers and technologies

· Supportive team environment

· On-Site parking

Why Join Bigfoot Networks?

If you're currently working in IT support and feel ready to take on more technical responsibility, this is an opportunity to develop your skills within an established MSP while gaining exposure to a wide range of customers, systems and Microsoft technologies.

License/Certification

· UK Driving License (required)

Work Location

· In person

Job Types:

· Permanent, Full-time

Pay: £29,000.00-£32,000.00 per year

Benefits:

• Company events
• Company pension
• Free parking
• On-site parking

Experience:

• MSP: 3 years (required)

Location:

• Newcastle upon Tyne NE16 3BE (required)

Work Location: In person