WSR are looking for a hybrid 2nd Line IT Support Engineer to join the team of our esteemed client based in Central London.Reporting to: IT ManagerLocation: Client Site (Face-to-Face Support) - London (rotating 1 week in office, 1 week remote working)Salary: £42K + Personal development opportunities, Pension, Staff Treats, Annual bonusRole Type: PermanentAre you the go-to problem solver when tech hits a snag? Do you thrive in fast-paced environments where no two days are the same? We''re looking for an experienced 2nd Line IT Support Engineer to deliver exceptional Tier 1 and Tier 2 support directly to our clients.2nd Line IT Support Engineer Responsibilities: You ll be the face of our technical support service resolving issues in person and remotely while maintaining outstanding customer satisfaction. Your day-to-day will include: Delivering Tier 1 and Tier 2 technical support professionally and efficientlyTroubleshooting issues remotely and on-site, escalating to Tier 3 when neededOwning and resolving queries within agreed SLAsManaging your ticket queue and documenting every stepMaintaining accurate client records and configuration changesCreating and updating knowledge base articles for both clients and fellow engineersRecommending IT system improvements and evaluating client infrastructureProactively managing Microsoft Exchange, Active Directory, cloud storage, DR, VoIP and moreAdvising on hardware solutions (laptops, WAPs, storage devices, etc.)Working with third-party ve