2nd Line Support Engineer

You’ll act as a key escalation point for the 1st Line Support team, investigating more complex technical issues across Microsoft environments, servers, databases, Azure deployments, communications platforms and connected hardware/software.

The position is predominantly home based, with occasional travel to the company’s Haslingden office and customer locations.

What you’ll be doing

• Taking ownership of incidents and technical issues escalated from 1st Line Support
• Troubleshooting complex software, hardware and infrastructure problems through to resolution
• Carrying out root cause analysis and identifying recurring technical issues
• Supporting Microsoft environments, databases, servers, third-party software and Azure deployments
• Configuring, maintaining and testing software and hardware
• Supporting technologies including SIP trunks, device protocols and communications platforms
• Monitoring ticket queues, SLAs and ageing incidents
• Providing remote customer support via telephone, email and remote-support tools
• Supporting and mentoring 1st Line Analysts with more complex technical queries
• Maintaining technical documentation and knowledge-base articles
• Liaising with development teams regarding software defects, improvements and feature requests
• Supporting customer installations and technical projects
• Participating in an out-of-hours support rota and assisting with critical incidents when required

These responsibilities reflect the combination of escalation support, RCA, mentoring, SLA management and wider technical responsibilities in the brief.

You’ll ideally have experience within a 2nd Line, Technical Support, Application Support or IT Support environment and be confident dealing directly with customers.

Experience across some of the following would be beneficial:

• Microsoft / Windows environments
• Windows Server
• Microsoft 365
• Azure
• Databases / SQL
• Technical troubleshooting and root cause analysis
• Incident and ticket management
• Working to SLAs
• Remote customer support
• SIP / VoIP / telephony
• Communications platforms or device protocols

You don’t necessarily need experience across every technology. We’re particularly interested in people with strong troubleshooting fundamentals and the ability to quickly learn new software and systems.

You’ll also need strong communication skills and the ability to remain calm and professional when dealing with complex or high-priority customer issues.

Why consider this role?

This is an opportunity to move beyond traditional service-desk support into a broader technical position combining 2nd-line troubleshooting, product support, customer interaction, infrastructure and project exposure.

You’ll work closely with 1st Line Support, technical and development teams while developing specialist knowledge of the organisation’s software and solutions.

The role offers predominantly home-based working, with occasional attendance at the Haslingden office and customer locations.

A full UK driving licence and willingness to travel to customer premises when required are required for the position.

Apply now if you’re an experienced 2nd Line or Technical Support professional looking for greater technical ownership and exposure to a varied technology environment.

Pulled from the full job description

• Free parking
• Work from home
• On-site parking