2nd Line Support Engineer

Job Overview

2nd Line Support Engineer

Circa £25k
Our client is a Managed Services Provider established for over 10 years and looking to double in size in the next 5 years. They are looking for a hardworking, experienced individual to join their ever-growing team of technical engineers.  They require someone with a variety of skills that will allow them to maintain the exemplary service they already provide.  Interacting with customers with be required daily via multiple forms of communication, including on the telephone and through email, so excellent communication skills are essential.
The role consists of providing support to a wide variety of different companies and will require someone who can adapt to situations and use their skills to work through issues in a methodical and dynamic manner.
Daily tasks will include processing tickets for support requests, as well as being the next escalation point for the 1st Line team.  Organisation and troubleshooting skills are critical for this position as it is a fast-paced and sometimes high-pressured role.


· Company pension scheme,
· 25 days annual leave (excluding bank holidays)
· Free parking
· Continuous development

Key Duties of 2nd Line Support Engineer

· Ability to diagnose and resolve support queries within customer SLAs
· Organise and manage own workload
· Collaborate with partners and third-party companies to effectively resolve problems
· Use various resources, including other members of the team, to resolve issues efficiently
· Create documentation and guides, including new articles for the team knowledgebase
· Troubleshoot technical issues in a methodical and dynamic manner
· Able to prioritise and make quick decisions based on issues
· Resolve or escalate problems and service requests according to established procedures
· Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction
· Raise, update and close calls on service desk support system
· Knowing when to escalate tickets to the appropriate resources and likewise provide assistance to other members of the team
· Adhere to company procedures
· Customer site visits will be required at times

Experience required of 2nd Line Support Engineer

· Experience with various versions of Windows (7, 8, 10, server 2008 R2, 2012)
· Windows Server Environment experience involving administration, troubleshooting, maintenance and backup/restore
· Active Directory including Security groups, user creation and administration
· Group Policy creation, amendments and troubleshooting
· DNS both internal/external and web-based
· DHCP (server and router based)
· Office 365 and Microsoft exchange setup, administration and troubleshooting
· Router setup and troubleshooting
· Mobile Device Management / administration
· Hardware troubleshooting and maintenance. Cloud Service Experience (different platforms)
· Antivirus and malware protection
· Basic networking experience
· SharePoint Experience
This role is service desk based at Ashford but could involve dispatch to customer site.
Hours: 9-9.5 hours per day including 1 hour for lunch
Working Hours: 08:00 to 17:30 Monday
08:30 to 17:30 Tuesday to Friday

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Job Detail
  • Salaryc£25k
  • Our ReferenceVR/02465R
  • Location Ashford, Kent
  • Specialism IT Infrastructure
  • Vacancy Type Full Time
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