2nd Line Support Engineer

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Be in the heart of IT! Come and join an exciting, motivating, and super friendly IT Company!

This company has been providing personalised IT support to variety of business since 1999 and are proud to be working with some very well-known companies, each with different needs and priorities and therefore no one day will be the same!

Due to continuous growth, they need more people in the team and are looking for the best possible team to give customers the best support. They need a 2nd Line IT Support Engineer. The role lends an experienced and knowledgeable element to day-to-day support.

As a 2nd Line IT Support Engineer, you need to use your experience and knowledge to carry out more complex tasks, while also acting as an escalation point for the 1st Line team. You will also be responsible for reviewing the work completed by their 1st Line, as well as effectively escalate issues that you cannot overcome to the 3rd line team in a timely manner. To be effective, you need to be comfortable liaising with clients and should be happy to attend customer sites when required.

Your working hours will be Monday to Friday 08.30 - 17.30, with occasional out of hours on-call duties.

Responsibilities and Duties

- Provide excellent customer experience

- Respond efficiently to support requests coming from all channels

- Accurately log time and keep tickets informative and clear on the ticketing system

- Provide a proactive escalation point for 1st Line Support team as and when required to resolve

- Liaise with partners and third parties' companies to resolve issues

- Work to resolve and respond to issues based on agreed SLAs

- Create reference articles

- Mentor and provide guidance to all 1st Line Support Engineers

- Take time to review user and ticket history before attending to any escalated request

- Conduct in-house IT support for internal users as and when required

- If a 2nd Line Support Engineer cannot determine a solution, they are responsible for escalating this issue

- Mentor and provide guidance to all 1st Line Support Engineers, prioritising their development and training when troubleshooting

- Undertake any other duties as requested

Desired Skills:

- Knowledge and understanding of IT infrastructure solutions

- Ability to engage meaningfully with all stakeholders

- Solid technical background with an ability to give instructions to a non-technical audience

- Great organisation and problem-solving skills

- Comfortable supporting a wide variety of technology, Windows Servers, ideas about backups, MS Exchange, Active Directory and Office 365, to virtual environments (VMware / Hyper-V), networks and storage

This is an exciting opportunity to join a hugely successful company that always works with the latest technology and strives for excellence.

If you feel you are ready to make a real difference and have the right attributes for this role, have the ambition to excel, please apply now.