- Type: Permanent
- Job #281
Role Overview
The Second Line Engineer is a role of variation and challenge. There are aspects of 1st Line. 2nd Line and 3rd Line. It is a position of growth in which develops a mature, dependable individual with clear team working capabilities and true role model to new starters in the Service Desk team.
The role is a gateway to many career paths, such as, but not limited to; general 3rd line support, skill specialisation, consulting, sales or management.
Primary Role Responsibilities
- Technical ability to resolve issues/requests with and without a guide or procedure.
- Technical ability to support 1st line engineers
- Technical ability to assist Senior 2nd line engineers and Infrastructure
- Document Handling skills in writing procedures and work instructions
- Customer Service 2nd point of contact for customers
- Assisting in Problem Management
- Incident Management
Overview of Tasks and Responsibilities:
- Provide any supporting reports to stake holders as and when required;
- Provide 2nd line technical support to all staff in the first instance by phone or email;
- Answering overflowed incoming calls for all 1st line IT issues from a varied ‘userpool’;
- Have a sympathetic and understanding approach to all service users;
- Produce any follow up actions and escalate as necessary within the business;
- To maintain a high degree of customer service for all support queries and adhere to all service management principles and SLA;
- To arrange for external technical support where problems cannot be resolved in house;
- Maintain a log of any software or hardware problems detected;
- To take ownership of user problems and be proactive when dealing with user issues;
- Support users in the use of computer equipment as and when needed;
- To log all calls on the Zendesk call logging system and maintain full documentation;
- Be able to support 1st line engineers when they need to escalate a request or incident;
- Provide training and assistance for the 1st line team to progress their skillsets.
- To allocate more complex service issues to the 3rd line IT engineers;
- To act at the customer service point of contact between 3rd line and the client.
- Respond to enquiries from clients and help them resolve any hardware or software problems;
- To provide technical support; answering support queries either via phone or email.
- To assist in the completion of light projects such as the onboarding of clients.
Skills & Experience
- Must have worked in a customer-facing IT support role for 2+ years;
- Be familiar with ticket systems, logging and remote management and monitoring processes;
- Deep working knowledge of the Microsoft stack of technology at administrator level, including Windows Server, Exchange, System Centre, Active Directory and Office 365;
- Highly technical around networking (TCP/IP, DNS, DHCP etc.), voice and data communications;
- Light experience in project management;
- ITIL process aware and be able to create and maintain operational support documentation;