Role Overview

The Second Line Engineer is a role of variation and challenge. There are aspects of 1st Line. 2nd Line and 3rd Line. It is a position of growth in which develops a mature, dependable individual with clear teamworking capabilities and true role model to new starters in the Service Desk team.

The role is a gateway to many career paths, such as, but not limited to; general 3rd line support, skill specialisation, consulting, sales or management.

Primary Role Responsibilities

• Technical ability to resolve issues/requests with and without a guide or procedure.
• Technical ability to support 1st line engineers
• Technical ability to assist Senior 2nd line engineers and Infrastructure
• Document Handling skills in writing procedures and work instructions
• Customer Service 2nd point of contact for customers
• Assisting in Problem Management
• Incident Management

Overview of Tasks and Responsibilities:

• Provide any supporting reports to stake holders as and when required;
• Provide 2nd line technical support to all staff in the first instance by phone or email;
• Answering overflowed incoming calls for all 1st line IT issues from a varied ‘userpool’;
• Have a sympathetic and understanding approach to all service users;
• Produce any follow up actions and escalate as necessary within the business;
• To maintain a high degree of customer service for all support queries and adhere to all service management principles and SLA;
• To arrange for external technical support where problems cannot be resolved in house;
• Maintain a log of any software or hardware problems detected;
• To take ownership of user problems and be proactive when dealing with user issues;
• Support users in the use of computer equipment as and when needed;
• To log all calls on the Zendesk call logging system and maintain full documentation;
• Be able to support 1st line engineers when they need to escalate a request or incident;
• Provide training and assistance for the 1st line team to progress their skillsets.
• To allocate more complex service issues to the 3rd line IT engineers;
• To act at the customer service point of contact between 3rd line and the client.
• Respond to enquiries from clients and help them resolve any hardware or software problems;
• To provide technical support; answering support queries either via phone or email.
• To assist in the completion of light projects such as the onboarding of clients.

Skills & Experience

• Must have worked in a customer-facing IT support role for 2+ years;
• Be familiar with ticket systems, logging and remote management and monitoring processes;
• Deep working knowledge of the Microsoft stack of technology at administrator level, including Windows Server, Exchange, System Centre, Active Directory and Office 365;
• Highly technical around networking (TCP/IP, DNS, DHCP etc.), voice and data communications;
• Light experience in project management;
• ITIL process aware and be able to create and maintain operational support documentation;

In addition, any of the following would be advantageous:

• Previous experience working for an IT managed services provider (MSP)
• Microsoft, Google Workspace, ITIL® 4 Foundation certification

Location & Travel

• Hybrid working style between home and our head office and technical build room in Earl Street, London.
• There will also be an expectancy to attend emergency and planned site visits as required by our customers.
• Travel costs and expenses outside of normal working requirements will be reimbursed.