Careers

Role Overview

As a 2nd Line Support Engineer, your role will play an crucial part of providing technical support resolving a variety of IT support issues for our client bases within our service level agreements. You will engage with clients via phone, remote assistance, or in-person at their offices, approaching each problem with effectiveness and professionalism. Additionally, you will support colleagues within the team and serve as the point of escalation for tackling and resolving persistent, complex problems. There may also be time in your role installing new equipment for our clients as and when required.

Role Responsibilities

• Within our service level agreements, create detailed and accurate tickets, resolving these efficiently to provide the best possible service to our client base
• Tickets will be raised through our RMM solution for client infrastructure problems that will need resolving promptly
• You will be proactive with ticket follow-ups and ensuring customer satisfaction is in the forefront of your mind
• There may be the need to attend customer premises, this could include troubleshooting hardware problems with end user equipment or Network Infrastructure
• As part of the role you will be assisting with administrating, configuring, and managing customer backup systems
• As part of the role you will be assisting with administrating, configuring, and managing core network infrastructure of customer equipment
• Working with 3rd party support contacts to resolve issues with their software or hardware
• You will be an escalation route for technical issues raised from clients in the team and ensuring we are responding promptly to multi-user effecting issues to minimise downtime. In addition, whilst working in partnership with your team members to help them with tickets in their queues.

Skills, Knowledge & Experience

• Proven experience in a 2nd Line Support or similar role
• Excellent problem solving skills and attention to detail
• Proven experience with Microsoft Server Operating Systems
• Familiarity with the Office 365 platform including setup, configuration, and support
• Familiarity with Horizon phone systems including setup, configuration, and support
• Experience with LANs, WANs & Internet Technologies
• Relevant certifications (such as CompTIA A+, Network+ and any Microsoft Office 365) are advantageous