2nd Line Support Engineer

• Act as an escalation point for technical queries from the 1st Line team, taking ownership of complex incidents and requests
• Diagnose and resolve 2nd Line incidents and service requests across a range of Microsoft and networking technologies
• Engage with customers via phone, email, chat, and service portal, keeping them informed and delivering a consistently high standard of service
• Create, prioritise, and progress tickets within our IT Service Management platform, maintaining accurate records throughout the ticket lifecycle
• Manage your allocated tickets proactively, ensuring resolution within agreed SLAs and customer targets
• Identify when escalation to the 3rd Line team is needed, providing thorough handover notes in line with our standard operating procedures
• Spot patterns that may indicate underlying problems and raise them through our Problem Management process
• Build familiarity with our client base and contribute to strong, lasting client relationships

Youll also be part of an ISO-compliant organisation, which means upholding our standards around Quality Management, Information Security, data protection, and health & safety all of which well fully support you with.

Undertake any other duties as reasonably requested.

This is a role for someone who enjoys digging into a problem, takes ownership of their work, and communicates well- both with customers and with the colleagues they support. Youll be expected to manage your own queue and priorities, with the backing of an experienced team around you., Were looking for someone with 2nd Line experience or someone with solid 1st line experience who is ready to take the next step or consolidate their skills in a well-supported, technically varied environment.

You will likely have:

• Experience providing IT support at 2nd line or in a technically equivalent role
• Hands-on experience with Microsoft technologies including administration and support of current platforms
• Strong troubleshooting skills with a methodical approach to diagnosing and resolving incidents
• Working knowledge of Windows desktop operating systems including build, configuration and administration
• An understanding of network infrastructure and how it supports the environments youll be supporting
• Clear, confident communication with both technical colleagues and non-technical customers

• A genuine interest in technology and a desire to keep developing your knowledge It would be a bonus but it is not essential if you also have:

• Experience in a managed service environment
• Familiarity with Microsoft Azure and Intune
• Knowledge of Cisco Meraki or similar networking products
• Experience in a similar service desk environment, ideally for a managed service or support