2nd Line Support Engineer

2nd Line Support Engineer - Sheffield Andy File Associates Limited is working as a Recruitment Agency on behalf of our client with regards this permanent position. Job Title: 2nd Line Support Engineer Location: Sheffield (Hybrid working available) Salary: Up to £35,000 Company Overview: Our Client is a fast-growing IT services provider specialising in cloud solutions and modern IT infrastructure. Job Description: We are looking for a 2nd Line Support Engineer to join our clients team. The ideal candidate will have solid experience in IT support and a passion for providing excellent client service. This role requires a proactive, solutions-oriented individual who can efficiently handle technical issues, assist with service delivery, and contribute to the continuous improvement of support processes. Key Responsibilities: * Provide 2nd line technical support for a wide range of client issues, including troubleshooting, resolving incidents, and managing service requests. * Support service delivery by working closely with the 1st line support and escalating complex issues when required. * Work with cloud-based technologies, supporting various cloud solutions including infrastructure, applications, and security systems. * Maintain strong customer relationships by providing timely updates and ensuring a high level of customer satisfaction. * Diagnose and resolve technical issues across hardware, software, networks, and systems. * Monitor and maintain system performance, identifying potential issues before they escalate. * Participate in on-call support rotation and occasional out-of-hours support. Key Skills & Experience: * Proven experience in a 2nd line technical support or similar IT support role. * Strong knowledge of Windows, Linux, and macOS operating systems. * Experience with cloud technologies (Azure, AWS, etc.) and virtual environments (VMware, Hyper-V). * Familiarity with networking principles (DNS, DHCP, TCP/IP, VPNs). * Hands-on experience with IT service management tools (e.g., ServiceNow, Jira). * Excellent customer service skills and the ability to communicate technical concepts to non-technical users. * Ability to work well under pressure and manage time effectively. * Relevant certifications (e.g., CompTIA Network+, Microsoft certifications) are a plus. Benefits: * Competitive salary up to £35,000. * Flexible working. * Comprehensive health, dental, and vision insurance. * 20 days annual leave + Bank holidays. * Opportunities for professional development and career advancement. * A dynamic and inclusive work environment