Senior Helpdesk Engineer (L2-L3) Full Time

Weavering, Kent
Pearson Whiffin Recruitment Ltd

Senior Helpdesk Engineer (L2/L3) Kent Hybrid – £35k + excellent benefits & career development

Overview:

An exciting opportunity has arisen for large MSP based in Kent for a Senior Helpdesk Engineer (L2/L3). You will be responsible for providing 2nd and 3rd Line Support to over 2000 users across Kent and the Southeast. The role is office based with occasional visits to client premises to provide on-site support as and when required.

As a business, they understand that career progression is important, so they actively support their engineers in completing professional training and certification (particularly for Microsoft 365 & Azure). In addition to helpdesk progression, there is the potential to gain exposure to more advanced areas of IT by working alongside the Projects and Cyber teams.

Role & Responsibilities:

Technical Support:

• Provide 2nd/3rd line support for hardware and software issues across multiple endpoints.
• Diagnose and resolve technical issues escalated from 1st line support.
• Manage and resolve complex technical incidents and service requests efficiently.
• Ensure all issues are logged, prioritized, and resolved within agreed SLAs.

Microsoft 365 and Azure Administration:

• Manage and support Microsoft 365 environments including user management, Exchange Online, SharePoint, Intune, Entra ID, and Teams.
• Troubleshoot and resolve Microsoft 365 and Azure-related issues ensuring optimal performance and uptime.
• Assist the Projects team with migrations, configurations, and updates of Microsoft 365 and Azure services.

Client Interaction:

• Provide excellent customer service and support to clients, ensuring a high level of client satisfaction.
• Communicate effectively with clients to understand their IT needs and provide appropriate solutions.
• Strong customer service orientation.
• Emphasis on communication via telephone, rather than purely E-Mail based.
• Experience working directly with clients to understand and address their IT needs.

System Maintenance:

• Perform regular maintenance and updates on client systems to ensure security and reliability.
• Monitor system performance, identify issues, and implement corrective actions.
• Collaborate with other IT team members to develop and implement IT policies and best practices.
• Documentation and Reporting:
• Maintain detailed documentation of technical issues, solutions, and client interactions.

Essential Skills & Experience:

Technical Expertise:

• In-depth knowledge of Microsoft 365 and Azure administration and troubleshooting.
• Proficiency with Windows operating systems and Microsoft Office Suite.
• Experience supporting Apple Macs.
• Experience creating and managing scripts using PowerShell and RMM tools.
• Experience with endpoint management and support.
• Familiarity with networking concepts and technologies (e.g., TCP/IP, DNS, DHCP)

Problem Solving:

• Strong analytical and problem-solving skills.
• Ability to troubleshoot complex technical issues and provide effective solutions.

Communication:

• Excellent verbal and written communication skills.
• Ability to explain technical concepts to non-technical users clearly.

Additional Requirements:

• Full clean UK driving licence for manual vehicle.
• You must be capable of passing a DBS check.

Desirable:

• Microsoft Professional Certifications, in particular MD-102 Endpoint Administrator, MS-900 Office 365 fundamentals, AZ-900 Azure Fundamentals, MS-102 Microsoft 365 Administrator,
• Experience of deploying and managing Azure solutions.
• WatchGuard certification and experience.
• Experience with ConnectWise.

Package:

• £32,000-£35,000 depending on skills & experience
• Hybrid 4 days in the office, 1 day remote (Flexi-Fridays -WFH on Fridays)
• 22 days per year holiday (plus bank holidays)
• Paid training & examinations
• Clearly defined progression paths for career advancement.
• Fun working environment and culture.
• Pension after 3 months.
• Free lunch & snacks provided everyday with fortnightly team takeouts.