2nd Line Support Engineer

Salary £40,000

Posted 2 years ago

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Description
  • 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;
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