2nd Line Engineer

• Take ownership of 2nd Line tickets assigned to us, including tickets escalated from 1st Line
• Maintain a high level of service for all support queries and follow service management principles
• Carry out on-site visits as required for scheduled work and break-fix jobs
• Support users with the correct use of equipment by providing guidance, training, and advice
• Act as a mentor to junior team members
• Contribute proactively to project work
• Work within the parameters of ISO 27001 principles
• Carry out other duties as reasonably required

Technologies:

• Cloud
• Cisco
• Support
• Mobile

• Proven experience working at 2nd Line support level within an MSP environment
• Current experience supporting cloud-based environments
• Networking experience, with exposure to Meraki, Cisco, or DrayTek
• Exceptional communication and customer service skills
• 2 years of IT Support experience
• A valid drivers licence
• Right to work in the United Kingdom

We provide communication solutions and IT business services across the UK, with services spanning Mobile, Unified Communications, IT Services, Connectivity, and Managed Services. Our IT Support team delivers high-quality support to Managed Service customers nationwide from our offices in London, Hampton in Arden, Bromsgrove, Kidderminster, Glasgow, and Aberdeen. This is a full-time, permanent role primarily based at our London Bridge office, with regular on-site customer visits within the city. We offer a salary of £33,000-£35,000 plus a healthcare plan, employee discount scheme, employee assistance programme, private healthcare, life assurance, and free parking. We are an equal opportunities employer and value applications from all individuals.