As a 2nd Line engineer you will be the point of escalation for all 1st Line Support issues; driving skillset development in your peers and ensuring that documentation is drawn up for all known processes
Job Summary
As a 2nd Line engineer you will be the point of escalation for all 1st Line Support issues; driving skillset development in your peers and ensuring that documentation is drawn up for all known processes.
In this role you will be actively engaging in Problem Management by ensuring that all end users affected are kept informed as to the progress of the problem, working on the problem using existing documentation and technical skills learnt in the role; and logging troubleshooting for future reference.
Benefits include 23 days’ holiday + all public holidays, rising to 25 days after 2 years of service, additional day off for your birthday, private medical insurance, and life insurance of 4 times your base salary.
Matching Summary
As a 2nd Line engineer you will be the point of escalation for all 1st Line Support issues; driving skillset development in your peers and ensuring that documentation is drawn up for all known processes.
Skills & Requirements
Must-have
2nd Line Support escalation
Problem Management
Customer service and satisfaction
Documenting processes
Streamlining Service Request workflows
LANs, WANs, firewalls, network switches
Mobile Device Management (MDM) solutions
Nice-to-have
Skillset development in peers
Proactive approach to cyber resilience
Explaining technical concepts to non-technical users
Key Requirements
Proven experience working in a 2nd Line IT Support role
Strong troubleshooting skills across hardware, software, networking, and cloud-based platforms
Hands-on experience with Azure, Intune, and Jamf
Ability to identify trends in incidents and service requests
Strong organisational skills and ability to prioritise tasks effectively