2nd / 3rd Line Support Engineer
As a 2nd Line Support Engineer at Pro Drive, you will play a pivotal role in delivering exceptional customer service and advanced technical support to our diverse client base. You will handle escalations from the 1st Line team, tackle more complex issues, and collaborate closely with our Professional Services team on project work. This position offers a clear path to progress into a 3rd Line role as you develop deeper technical expertise.
Main duties and responsibilities
- Provide advanced support and management of end-user computing, cloud services, and infrastructure for our clients.
- Manage escalated tickets from the 1st Line team, troubleshooting complex and urgent issues efficiently.
- Collaborate with senior (3rd Line) engineers to resolve high-level escalations and gain exposure to more complex environments.
- Assist the Professional Services team on project work and deployments when required.
- Deliver exceptional customer service and maintain high standards of communication and satisfaction.
- Identify opportunities to streamline processes and proactively improve client environments.
- Actively contribute to the growth of our business by sharing knowledge and supporting your colleagues.
About you
We genuinely care about our staff and clients, and we want to work with people who share our core purpose and values. At Pro Drive, you will find a supportive environment that encourages learning, ambition, and a healthy work-life balance (we operate a 9-day working fortnight).
What we are looking for:
- A strong desire to progress into a 3rd Line role, continually improving your technical skills.
- Enthusiasm and passion for technology, with the ability to embrace new challenges.
- Meticulous attention to detail and exceptional customer service skills.
- Excellent communication skills, with the ability to “put yourself in the client’s shoes.”
- A team player who enjoys collaborating and supporting colleagues.
- Full driving license and own transport are essential for on-site visits.
Experience
- Microsoft 365 and Exchange Online administration.
- Azure Active Directory, Active Directory & Windows Server.
- SharePoint Online and OneDrive administration.
- Azure Virtual Desktop or Remote Desktop Services.
- Windows 10 / 11 Desktop configuration and troubleshooting.
- Windows Defender and related security tools.
- Firewall configuration (preferably WatchGuard) and network troubleshooting.
- Datto BCDR or other backup/DR solutions.
- Autotask or ConnectWise Service Management.
- Remote monitoring and management (RMM) systems.
- Previous involvement in escalations or collaboration with senior teams is a plus.
About us
At Pro Drive, we believe providing a first-class service to our clients starts with a happy, motivated, and energetic team. We challenge our staff with a big focus on personal development, pride ourselves on internal progression, and foster an environment where everyone supports each other.
We operate a 9-day fortnight, giving you an extra day off every other week, without affecting our standard 21 days of holiday (excluding bank holidays), so you can recharge while still achieving your professional goals.
Don’t just take our word for it – see what our employees have said about us on GlassDoor!
Our core values:
- We seek fair and balanced relationships.
- We care about the details and doing a brilliant job.
- We always put ourselves in our clients’ shoes.
Salary
£28K-£35K depending on experience.
Benefits
- 9-day working fortnight (for full-time staff)
- Flexible working – from home or the office
- Mental health support
- Annual flu vaccine reimbursement
- Life insurance scheme
- 10 training days per year
- Opportunity to attend training and courses with our technology partners
- Cycle to work scheme
- Electric vehicle salary sacrifice scheme
- Regular social events and activities
- A range of perks outside of work (discounts at restaurants, great prices on cinema tickets, and more
