Role: 2nd Line IT Engineer
Location: Liverpool
Salary: £32,000
My client is seeking a dedicated 2nd Line Support Engineer to join their team. This office-based role (with the flexibility to work from home 1-2 days per week) involves collaborating with the helpdesk team to provide expert solutions for escalated technical issues and delivering top-tier technical support.
Key Responsibilities:
- Serve as the primary contact for incoming Service Desk calls, working closely with IT Support members across various sites to manage 1st and 2nd line incidents and requests.
- Support and troubleshoot a range of technologies including desktop applications, Windows 7 & 10, virtualisation (VMWare), Office 365, Windows Server, Active Directory (AD), and networking components such as TCP/IP and firewalls.
- Take ownership of escalated issues from 1st and 2nd line support, ensuring timely resolution within service level agreements (SLAs).
- Investigate and resolve configuration and deployment issues.
- Perform initial investigations of reported incidents and escalate complex issues beyond 2nd line support when necessary.
- Ensure efficient installation and operation of applications across all platforms.
- Escalate major incidents to the Service Desk Team Leader as needed.
- Handle hardware issues, including networking and switching, and document resolutions while advising on best practices.
Essential Technical Skills:
- Familiarity with Active Directory (AD), Windows 7 & 10 and cloud platforms such as Office 365.
- Basic understanding of VMWare.
- Experience with Windows Server.
- Laptop/PC builds, and networking (TCP/IP, switches, DNS, DHCP).
- Competence in hardware support and configuration.
Benefits:
- Opportunities for career advancement and professional development.
- Pension scheme.
- Health and wellness benefits.
- Collaborative and supportive work environment.
If you're ready to take the next step in your IT support career, we want to hear from you! Apply now with your CV!