Description
The 2nd Line Support Consultant provides proactive, personable IT support to clients through phone, portal, and email, investigates complex technical issues, manages tickets and SLAs, coordinates with vendors, and escalates problems when specialist expertise is needed. The role also supports and coaches 1st Line colleagues, identifies recurring issues and automation opportunities, and joins a 24/7 on-call rota. Required capabilities include strong technical troubleshooting, customer service, Microsoft 365 administration, identity and authentication troubleshooting, Windows Server, Active Directory, networking, Intune, endpoint security, on-premises server management, and experience in an MSP or multi-client support environment.
