2nd Line Support Engineer IT MSP Client The 2nd Line Support Engineer is responsible for handling second line support requests. This relates to all technology, to include: workstations, servers, printers, networks, vendor specific hardware and software, Office 365, SharePoint and other cloud technologies.Key Duties/Responsibilities IT Support relating to technical issues involving Microsoft s core business applications and operating systems.Technical support at the network level: WAN and LAN connectivity, routers, firewalls, and securityRemote access solution implementation and support: VPN, Remote Desktop Services.Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service ticketsCommunication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outagesWork with the Service Desk Manager to ensure requests are routed to the proper resource in order to be resolved quickly and efficientlyEscalate service requests that require 3rd line and field service engineer level support Key Technical Background Office 365ExchangeSharePointAzure Active DirectoryMicrosoft IntuneMicrosoft TeamsWindows Server(s), 2019, 2016, 2012, 2008Active DirectoryDNS / DHCPRouting and Remote AccessAD ConnectRemote Desktop ServicesMicrosoft Office PackagesNetwork SwitchingVLAN sFirewalls and RoutersPort ForwardingRouting Ideal Background Previous working within an IT MSP