2nd Line Support Engineer

Hays plc

4 days ago

Role details

Contract type

Temporary contract

Employment type

Part-time (≤ 32 hours)

Working hours

Regular working hours

Languages

English

Compensation

£ 65K

Job location

Tech stack

Microsoft Windows

Information Technology Operations

Remote Access Technology

Patch Management

Job description

Provide 2nd line technical support to internal users. Act as the escalation point for complex incidents, work with vendors and internal teams to resolve issues, and help improve IT operations, documentation and processes., * Own and resolve escalated hardware, software, network and application incidents (deskside and remote).

Coordinate with vendors and internal teams to triage, assign ownership and drive timely resolution.
Lead/vendor review meetings, track actions and push for service improvements.
Conduct root cause analysis for recurring issues and implement preventative controls.
Support IT operations projects and assigned workstreams to delivery standards.
Maintain and create knowledge base articles, SOPs and documentation.
Assist with change, release and patch management testing and deployment.
Monitor system alerts, backups and routine tasks; identify and escalate risks.

Requirements

Experience in an IT Service Desk / IT Support environment (2nd line experience preferred).
Strong troubleshooting across hardware, Windows OS, Microsoft 365, networks and common business apps.
Experience with ticketing/ITSM tools and ITIL practices (Incident, Problem, Change).
Good communication skills; able to explain technical issues to non-technical users.
Experience supporting mobile devices, printers, remote access and desk-side equipment.
Strong customer service, ownership mindset and attention to detail.
ITIL Qualifications would be advantageous.