2nd Line Support Engineer / Field Engineer

Core is a high-growth Microsoft Managed Services Provider (MSP) delivering modern technology solutions across Azure, Microsoft 365, Security, and Modern Workplace.

We specialise in providing a wide range of services, solutions and software to optimise our clients’ Microsoft investments.

Our customers trust us to help them unlock productivity, reduce risk, and transform their businesses through technology.

We live by our CORE values: Customers first (we put customers at the heart of what we do and take accountability for our actions), One Core (we recruit, develop and retain great talent in a supportive team environment), Responsive (we’re flexible, approachable and responsive to customer needs), and Expertise (we’re proudly professional and continuously strive for excellence for customers, peers and partners).

Role overview

We are looking for a 2nd Line Support Engineer / Field Engineer to join our Service Desk team and work on-site with one of our customers in Stevenage area.

This role requires a proactive, customer-focused IT professional who will provide high-quality support while ensuring excellent client satisfaction.

This role is minimum 3 days onsite.

• Provision of 1st & 2nd line support service for software and hardware Incidents and Service Requests via phone calls, emails and self-service tickets.
• Efficient and accurate logging of incidents and requests with a high first-time fix rate into ITSM tool.
• Installation of hardware & software and the provision and support of mobile devices.
• Working collaboratively with other teams where Incidents and Service Requests require cross-functional activities.
• Ensuring diagnostic information is fully compiled prior to any escalation.
• Documentation of resolutions into Knowledgebase and update service documentation as appropriate.
• Identification of service improvement opportunities.
• Project delivery support.
• Adherence to ITIL standards.

Essential requirements:

• Proven experience in an IT support role, either in-house or with a Managed Service Provider.