Principal IT are currently working with a successful MSP who are looking for an IT Support Engineer to join their Technical department. The 1st/2nd Line Support Engineer will serve as the first point of escalation from 1st/2nd Line Support Engineers, handling more complex client incidents, service requests, and planned work.
You will support a national customer base and internal IT infrastructure, resolving escalated tickets, undertaking routine proactive work, and assisting on project work where required.

• Manage tickets through to escalation or resolution
• Proactive maintenance through monitoring, patch management and administration of customer and internal IT estate.
• Antivirus monitoring, management and support.
• Providing technical support to clients via the telephone and the ticketing system.
• Diagnosing and resolving software and hardware faults.
• Installing, configuring, and supporting desktops and laptops.
• Supporting users and their devices.
• Educating clients in how to use our supported systems.
• Escalating unresolved tickets to 2nd & 3rd Line Support Engineers when required.
• Help with 2nd Line Support Engineer tickets.