Full job description

Technical Support Engineer

Location: Huddersfield

Salary: £30,000 - £35,000 DOE

Working Pattern: Office based, Monday to Friday

Hours: 8:15am - 5:15pm

The Role

We're looking for an experienced Technical Support Engineer to join a busy and fast-paced IT support team based in Huddersfield.

This is a hands-on support position suited to someone operating at a solid 2nd-line level. Candidates with broader 3rd-line experience are also encouraged to apply, provided they are still happy to remain customer-facing and take inbound support calls.

The support team does not operate a rigid 1st, 2nd and 3rd-line structure. Everyone gets involved in supporting customers, resolving technical issues and helping across the wider desk.

You'll work across a broad range of technologies, so this would suit someone who enjoys variety and wants exposure to more than one technical area.

What You'll Be Doing

• Providing 2nd-line technical support across a wide range of customer environments
• Handling inbound support calls, emails, tickets and automated alerts
• Troubleshooting Microsoft 365 issues
• Supporting Active Directory and Group Policy
• Supporting Windows Server environments
• Troubleshooting networking and connectivity issues
• Supporting end users across hardware, software, printers and desktop issues
• Working across firewall and general infrastructure issues
• Taking ownership of incidents through to resolution
• Keeping tickets updated clearly and accurately
• Communicating directly with customers throughout the support process
• Escalating more complex issues where required
• Working closely with the wider technical team to resolve problems quickly

Technical Experience

We're ideally looking for experience across:

• Microsoft 365
• Active Directory
• Group Policy
• Windows Server
• Networking and connectivity troubleshooting
• Firewalls
• End-user support
• Desktop and hardware troubleshooting
• General infrastructure support

Previous MSP experience would be highly desirable due to the breadth and pace of the environment.

However, candidates coming from internal IT environments will still be considered where they have strong technical fundamentals and are comfortable dealing with a broad range of technologies.

What We're Looking For

Alongside technical ability, you'll need to be:

• Comfortable speaking with customers over the phone
• Confident taking ownership of technical issues
• Able to work in a fast-paced support environment
• Comfortable managing multiple tickets and priorities
• Willing to learn new technologies quickly
• Customer-focused with strong communication skills
• Happy working as part of a collaborative team

The team handles a high volume of support activity, including approximately 60 inbound calls per day alongside email requests and automated alerts.

Individual engineers can typically handle anywhere between 10 and 30 tickets per day depending on complexity.

Team

Once the current vacancies are filled, the Technical Support team will consist of six engineers plus a Team Leader.

The environment is collaborative and everyone within the technical function gets involved in supporting customers.

On-Call

There is a limited weekend and bank holiday support requirement.

This is approximately once every couple of months and is focused on supporting Wi-Fi issues for one specific customer between approximately 8:30am and 5:00pm.

Call volumes are extremely low and most issues can be resolved remotely.

Interview Process

The process typically consists of:

1. Initial interview with two members of the management team
2. A separate two-hour informal team session for successful candidates

The team session gives candidates the opportunity to meet the wider technical team, look through some example tickets and get a genuine feel for the working environment before progressing to offer.

Why Join?

This is a strong opportunity for someone who wants to broaden their technical skill set within a varied MSP environment.

You'll gain exposure across Microsoft 365, networking, servers, firewalls, infrastructure and end-user technology rather than being restricted to one narrow area of support.

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