The role
We’re looking for a Tier 2 Service Engineer to join our team.
The Tier 2 Service Engineer plays a pivotal role in resolving more complex IT issues escalated from Tier 1, while also providing advanced technical support to clients.
Working in an MSP environment, the engineer is responsible for diagnosing, troubleshooting, and resolving issues related to infrastructure, networking, servers, and business-critical applications.
This role demands deeper technical knowledge, excellent problem-solving skills, and the ability to work collaboratively with higher-tier teams, ensuring timely and effective resolutions to IT problems.
Some of the responsibilities of a Tier 2 Service Engineer at Netcentrix include:
- Resolve escalated tickets from Tier 1, addressing more complex issues relating to servers, networking, and critical business applications.
- Take ownership of more complex incidents and problems from initial diagnosis to full resolution.
- Participate in an Out-of-Hours On-Call Rota to provide Incident response coverage and resolution.
- Carry out regular monitoring and health checks of client systems (servers, networks, backups) to ensure they remain operational.
- Provide support during new client onboarding, including configuration and deployment of hardware/software.
- Ensure timely and clear communication with clients regarding ticket progress, including expected timeframes for resolution.
- Collaborate with internal teams on large-scale IT initiatives and support the development of technical strategy for client infrastructure.
Role requirements
Some essential criteria for this role includes:
- Strong working knowledge of Windows Server (2012, 2016, 2019), Active Directory, DNS, DHCP, and Group Policy.
- Advanced knowledge of Office 365, including administration of Exchange Online, SharePoint, Teams, and OneDrive.
- Experience in supporting and troubleshooting virtualisation platforms (VMware, Hyper-V).
- Networking expertise, including TCP/IP, VLANs, routing, firewalls (e.g., SonicWall, Cisco, Fortinet), and VPNs.
- Experience with cloud platforms, particularly Microsoft Azure and/or AWS.
- Familiarity with backup and disaster recovery solutions.
- Proven experience in a technical support role, within an MSP environment.
- Extensive experience troubleshooting Microsoft Windows Server, Active Directory, Office 365, and Azure Cloud platforms.
- Hands-on experience with networking infrastructure and troubleshooting.
- Good understanding of cybersecurity practices.
- Relevant certifications (e.g. Microsoft Certified: Azure Administrator, MCSA, CompTIA Network+, Cisco CCNA, ITIL Foundation).
- Strong interpersonal skills, with a collaborative approach to working with Tier 1, Tier 3, and other cross-functional teams.
Here’s why you’ll love it at Netcentrix
Our vision is to be the leading sustainable Managed Services Provider (MSP) delivering world class Customer Experience (CX) and Digital Transformation solutions.
And, when it comes to support, we are always looking for new ways to help our team grow and develop. Our values allow us to nurture a supportive company culture and retain a dedicated workforce through valuing our team’s hard work, empowering each other to do our best, whilst staying humble and having compassion.
We will invest in your learning and celebrate your successes by recognising and rewarding your hard work. Some of our company benefits include:
- 25 days holiday + bank holidays + 1 volunteering day
- Your Birthday off
- Hybrid working
- Enhanced Maternity & Paternity Leave
- Employee loyalty rewards
- Accredited Investors in People organisation
- Regular company events
- Plenty of scope for progression and opportunities for training – technical and management
- Achievement celebrations & rewards
- Medical schemes and cycle-to-work initiatives
- Mental wellbeing and financial wellbeing support
- Check out our main careers page for more info on our benefits!
Netcentrix is part of the New Technology Group – an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Read our recruitment privacy notice here.
