2nd Line Support Engineer

JOB TITLE: 2nd Line Support Engineer

SALARY: £26,000 - £32,400

BENEFITS: 32 days holiday (including bank holidays), Private medical Insurance, Pension Scheme + More
LOCATION: Exeter / Hybrid (3 days in 2 days at home)

Our client is looking for a 2nd Line Support Engineer to join an existing team of engineers. As a 2nd Line Engineer, you should be a good communicator who is friendly, patient, and happy engaging with customers of all levels while demonstrating professionalism. This is combined with a strong technical background and knowledge necessary for the delivery of 1st to 2nd Line support.

JOB SPECIFICATION: 2nd Line Support Engineer
You will prioritise and manage workload effectivity, ensuring customer satisfaction and meeting Service Level Agreements as well as meeting individual and team KPI’s for work completion.

• Provide a technical escalation point for 1st line team members and ensure technical escalations to 3rd Line are informative and precise.
• To ensure adherence to customer escalation procedures. Respond to escalated, complex and high impact issues within SLA.
• Establishing and maintaining excellent working relationships with all depts as well as 3rd parties.
• Assist in ensuring due diligence is given to security and backup procedures associated hardware/software, data, and Information systems.
• Responsibility to create knowledge articles for peer use and knowledge transfer between Service Desk levels.
• Provide training where necessary to all team members.
• Following company policies, procedures, and work instructions

REQUIREMENTS: 2nd Line Support Engineer

Ideally you would have undertaken formal technical training and study, with Certificates to support training and/or qualifications.

• Exceptional Customer Service Skills.

• Experience in an ITIL Service Desk.

• Strong understanding of core systems including O365, Azure, Domain administration,

• Understanding of LAN (Local Area Network) and WAN (Wide Area Network) technologies including, basic switching and routing, TCP/IP, DHCP, DNS, IP Addressing, VPN, Wireless, etc.

• Excellent communication skills, both written and oral.

KEYWORDS: 2nd Line, TCP/IP, DHCP, DNS, VPN, WAN/LAN, Azure