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Robertson & Sumner Ltd
IT Support EngineerRobertson & Sumner Ltd • Nottingham (Nottinghamshire), England
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IT Support Engineer

IT Support Engineer

Robertson & Sumner Ltd • Nottingham (Nottinghamshire), England
6 days ago
Job type
  • Full-time
Job description
Job Title: Senior IT Support Engineer (Escalations / 2nd–3rd Line) Location: Nottingham IT MSP Why Join Us? * Collaborative Environment: Be part of a close-knit technical team where knowledge sharing and mutual support are part of everyday work. * Challenging Work: Handle complex technical issues that require real problem-solving, not just quick fixes. * Room to Grow: Access ongoing learning opportunities and exposure to modern technologies. * Autonomy & Responsibility: Take full ownership of issues and see them through to resolution. * Customer Impact: Play a key role in delivering a calm, clear, and high-quality support experience to clients. Key Role Responsibilities * Take ownership of advanced technical issues that require escalation beyond first-line support. * Investigate and resolve problems thoroughly, focusing on identifying underlying causes. * Provide on-site support when remote resolution isn’t sufficient. * Liaise with third-party providers and vendors to support issue resolution. * Keep accurate and detailed records of work carried out, contributing to shared documentation. * Ensure tickets are managed effectively, with clear updates and adherence to service levels. * Balance competing priorities while maintaining service quality. * Offer guidance to junior team members and help reduce repeat escalations. * Contribute ideas to improve internal processes, tools, and service delivery. Key Attributes Required * Demonstrable experience in a 2nd or 3rd line IT support role, ideally within a managed services environment. * Strong working knowledge of Microsoft 365, Azure AD, Windows Server, networking, and virtualisation platforms. * A structured and analytical approach to troubleshooting. * Strong communication skills, with the ability to explain technical matters in a straightforward way. #J-18808-Ljbffr
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IT Support Engineer • Nottingham (Nottinghamshire), England

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