2nd Line Support Engineer

Surf Tech IT Ltd is a fast-growing Managed Service Provider delivering IT support and VoIP solutions to businesses across the UK. Following a sustained period of growth and continued investment in our services, we are looking for exceptional individuals to join our team and help shape the next stage of our journey.

We are passionate about technology, customer service, and developing our people. If you're looking for an opportunity to grow your career in a supportive, forward-thinking business, we'd love to hear from you.

The successful candidate will have a strong technical foundation, excellent problem-solving skills, and a commitment to delivering outstanding customer service.

Provide remote and telephone-based technical support to customers.

Diagnose and resolve technical issues across a range of customer environments.

Create and maintain knowledge base articles and technical documentation.

Ensure all incidents, requests, and changes are recorded accurately and managed through to resolution.

Deliver a high standard of service, maintaining excellent customer satisfaction levels.

Collaborate with colleagues to share knowledge and contribute to continuous service improvement.

We are seeking a motivated and customer-focused IT professional with experience working in a Service Desk or Helpdesk environment. The successful candidate will demonstrate:

• Previous experience providing IT support within an MSP Service Desk environment.
• A passion for delivering exceptional customer service and building positive customer relationships.
• Excellent verbal and written communication skills.
• Strong troubleshooting and problem-solving abilities.
• The ability to manage competing priorities and work effectively in a fast-paced environment.
• A proactive and self-motivated approach, with excellent attention to detail.
• The ability to remain calm and professional under pressure.
• A willingness to learn, develop new skills, and expand technical knowledge.
• A strong team player committed to supporting colleagues and contributing to shared success.

• Good working knowledge of Microsoft 365, including Entra ID, SharePoint, and Intune.
• Experience supporting and administering Active Directory environments.
• Ability to produce clear, accurate, and concise technical documentation.
• Understanding of IT security best practices and technologies, including Next Generation Firewalls.
• Experience supporting Windows Desktop and Server operating systems.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and Wi-Fi.
• Experience providing support to the education sector.
• Experience working within a Managed Service Provider (MSP) environment.

If you have any of the following that would be great and would fit with our current growth plans

• Experience with the Kaseya and/or Datto technology stack.
• Experience supporting Next Generation Firewalls, such as SonicWall or WatchGuard.
• Experience with Microsoft Azure.
• Knowledge of backup and disaster recovery solutions.