IT 2nd Line Support Engineer (Remote, Rotating Shifts)

About Agility Outsourcing
Agility Outsourcing is a UK and Philippines-based company providing flexible staffing solutions to businesses in various industries such as real estate, accountancy, IT, engineering, construction, and many more.

About the Role
As a 2nd Line Support Engineer at Agility Outsourcing, you will provide remote technical support to large IT companies with multimillion-pound turnovers. Working within our Service Desk team, you will assist enterprise-level clients across the UK.?

Shift Patterns:

8:00 am – 4:30 pm UK time (with a 1-hour break)
9:30 am – 6:00 pm UK time (with a 1-hour break)
Total Weekly Hours: 37.5 hours per week?

Key Responsibilities:

Service Desk Support:

- Provide remote second-line support for escalated technical issues, ensuring timely resolution.?
- Troubleshoot and resolve complex hardware, software, and network issues using advanced diagnostic tools.?
- Manage and maintain IT systems, including servers, networks, and databases, to ensure optimal performance and reliability.?
- Configure and deploy new hardware and software remotely, ensuring seamless setup for end users.?
- Perform system updates, patches, and routine maintenance to enhance security and efficiency.?
- Support advanced networking issues, including VPNs, firewalls, and network configurations.?
- Administer Active Directory, user permissions, and access rights management.?
- Collaborate with Level 1 engineers to provide guidance and training on complex technical issues.?
- Document solutions, technical procedures, and troubleshooting steps to enhance knowledge sharing.?
- Monitor system performance and proactively identify areas for improvement to prevent future issues.?
- Ensure compliance with SLAs and escalate unresolved or high-priority issues to Level 3 support.?
- Support IT projects such as system upgrades, migrations, and hardware rollouts.?
- Perform backup and disaster recovery procedures to safeguard critical data.?
- Work with vendors to resolve issues related to hardware, software, and services.?
- Maintain professional documentation such as Requests for Change (RFCs), Customer Build Logs, and Technical Documents.?
- Adhere to security policies and compliance requirements.?
- Deliver excellent customer service by understanding business needs, taking proactive action, and communicating effectively.?

Internal Systems Support:

- Perform routine maintenance to ensure reliable system operation.?
- Assist in the design, implementation, and maintenance of systems, programs, hardware, and software.?
- Follow company policies, processes, and procedures to maintain service quality and uphold company standards.?
- Participate in Disaster Recovery and Business Continuity tests to ensure readiness.?

Customer Systems Support:

- Identify potential commercial opportunities within customer projects and communicate them internally.?
- Engage with customers to understand their needs and provide technical support solutions.?
- Contribute to project planning and execution for IT-related initiatives.?
- Maintain technical documentation, including project plans and customer build logs.?
- Work collaboratively with the project management team and service desk engineers to ensure smooth project delivery.?
- Conduct site audits as required and document findings.?
- Continuously seek opportunities to improve customer satisfaction and strengthen relationships.?

Requirements:

- Excellent communication skills, both written and spoken, to effectively support UK-based clients.?
- Strong troubleshooting skills for hardware, software, and network issues.?
- Proficiency in operating systems (Windows, macOS, Linux).?
- Experience with server management (Windows Server, Active Directory, DNS, DHCP).?
- Experience with Microsoft 365, Exchange, and Office Suite.?
- Understanding of networking protocols (TCP/IP, DNS, DHCP).?
- Knowledge of virtualization technologies (VMware, Hyper-V).?
- Familiarity with IT security best practices (firewalls, antivirus, encryption, etc.).?
- Experience with VPNs, firewalls, and network security tools.?
- Experience with backup and disaster recovery procedures.?
- Experience with ticketing systems.?
- Cloud platform knowledge (AWS, Microsoft Azure) is an advantage.?
- Experience with ITIL processes (IUpgrade to see actual info Management, Change Management).?
- Ability to work independently and as part of a team.?
- ITIL v4 Foundation certification.?
- Microsoft Azure Fundamentals (AZ-900).?
- Microsoft 365 Fundamentals (MS-900).?
- Preferred: Microsoft Azure Administrator Associate (AZ-104), Microsoft Windows Server Hybrid Administrator Associate (AZ-800 & AZ-801), Microsoft Azure Network Engineer Associate (AZ-700).?

Benefits
???? 10 paid leave days per year
???? Unused leave days will be converted to cash at the end of the year
???? 13th-month pay
???? Paid UK public holidays
???? Health Maintenance Organization (HMO) coverage after a proven track record
???? Work with enterprise-level IT companies with multimillion-pound turnovers
???? Remote work setup with structured shift schedules
???? Career growth and professional development opportunities

How to Apply
???? If you are a proactive problem-solver with a passion for IT, we’d love to hear from you!

???? Email your CV to Upgrade to see actual info

???? In your email, please include:

Your years of experience for each requirement listed above.
Any certifications you hold.
A short paragraph highlighting why you are the right fit for this role.

We look forward to welcoming you to the Agility Outsourcing team!