1st/2nd Line Technical Support Engineer

16 May 2018
21 May 2018
Contract Type
Full Time

1st/2nd Line Technical Support Engineer

M2 Computing has been taking care of IT for dynamic and successful businesses across the South East for over 19 years, providing the best managed IT services and support to customers in multiple sectors including retail, financial services, recruitment, legal services and manufacturing. Due to continued growth we are looking to scale quickly to meet the demands of both our existing and new clients.

We are seeking to appoint an ambitious and talented 1st / 2nd Line Support Engineer and customer services extraordinaire to play a key role in servicing our clients and assisting internal staff with an escalation point for technical queries. You will be an integral member of the helpdesk providing email, telephone, remote and onsite support and you will be given many opportunities to get involved with a range of exciting IT projects. Candidates must have excellent customer service skills, coupled with the technical knowledge and experience to take care of our customers’ IT. You will be working with a wide range of technologies, including PC and Mac, in a friendly and dedicated team. The ideal candidate will thrive working in a dynamic environment, which requires constant updating and sharing of technical and procedural knowledge.

This is a fantastic opportunity to join a growing organisation with many opportunities for career progression.

The Role:

  • Provide the best 1st and 2nd line support to dynamic and successful businesses across the South East

  • Support the team to resolve issues that come into the helpdesk acting as a point of escalation for more challenging issues

  • Ensure helpdesk tickets are resolved in a timely manner to meet our SLA targets

  • Participate as a project resource as and when required

  • Participate in on call rota as required

Personal Attributes, Skills and Experience:

  • Windows Server 2008 R2/ 2012 R2, Windows 7/ 8/ 10

  • Microsoft Office Software and Office 365, Sharepoint and Azure

  • Active Directory

  • MS Exchange

  • Email security products, e.g. Mimecast/ MessageLabs

  • VMware/ HyperV/ XenServer

  • Networking knowledge covering LAN, vLAN and WAN technologies

  • Dell & HP Server and SAN Hardware

  • Desktops and Notebooks

  • HP Switches

  • Draytek, Cisco and SonicWALL Firewall and Secure Remote Access appliances

  • Mac skills highly advantageous

  • Be passionate about customers and service delivery

  • Able to work in a dynamic environment, prioritising and multi-tasking effectively

  • Good knowledge of GPO deployment and configuration

  • Good hardware, software and network troubleshooting skills

  • Personable with excellent communication and customer handling skills

  • Good planning, organising and prioritising abilities

  • Target focused, proactive and eager to identify opportunities to refine and improve processes and service

  • Proficiency in business language and ability to present ideas effectively

  • Able to remain calm and focus under pressure

  • Hold a valid, clean driving license and have your own transport - this is essential due to rural location


  • Salary on application based on candidate suitability, qualifications and experience

  • Continuous personal development plan with incentivised training and exams


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