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