Job detailsJob Title: 2nd Line Support Analyst / Solutions EngineerLocation: Surrey (office-based with hybrid flexibility and occasional client site visits)The CompanyA rapidly growing IT services provider delivering innovative solutions and first-class support to a wide range of clients across the UK. With a strong focus on technical excellence and customer service, the business offers its team exposure to diverse technologies and exciting progression opportunities in a collaborative environment.ResponsibilitiesProvide 2nd line technical support and assist 1st line colleagues when required.Troubleshoot and resolve issues across servers, desktops, networking, and cloud environments.Respond to support tickets, calls, emails, and monitoring alerts in line with SLAs.Support system upgrades, implementations, and service improvements.Maintain accurate technical documentation and update ticketing systems.Deliver clear and timely communication to clients on progress and resolutions.Support internal staff with IT requirements and system administration.Participate in the on-call rota and shift coverage (core hours: 08:00-18:00).Your Skills & ExperienceAt least 2 years’ experience in IT support or a technical services role.Excellent communication skills with a customer-focused approach.Strong knowledge of Microsoft technologies (Windows Server 2012-2022, Windows 10/11, Active Directory/Azure AD, M365, Exchange).Experience with server and desktop hardware, virtualisation (VMware/Hyper-V), networking (Cisco/Meraki), and backup/disaster recovery solutions.Familiarity with service desk and monitoring tools.ITIL Foundation or equivalent service management knowledge.Exposure to Linux/UNIX, MacOS, or scripting (Python).Experience with firewalls, endpoint security, or intrusion detection.Knowledge of VDI solutions (VMware Horizon, Citrix).Experience with telephony platforms (e.g., Mitel, 3CX).Cisco certifications or implementation experience.Company BenefitsHybrid working model with flexibility.Exposure to a wide range of technologies.Ongoing training and professional development opportunities.Collaborative, service-focused working environment. #J-18808-Ljbffr