Role: 2nd Line Engineer Location: Didcot Salary: £32,000 - £35,000 Primary Purpose The right candidate will be tasked with supporting, investigating, and resolving our MSP client's IT related systems and making sure all issues are dealt with in a timely fashion. To be considered for this position you must have outstanding communication skills and have experience of working in a customer facing role. The role will involve the following; Providing support to our client Help the Helpdesk Management Team with continued business improvements Provide support to the apprentice, and 1st Line, engineers Manage/Maintain all escalations from the apprentice, and 1st line, engineers Work alongside 3rd line engineers to escalate more problematic tickets Communicate daily to clients with open tickets Managing the client's expectations with ongoing tickets Ensure all client related problems are logged correctly Inform the Desktop Team Lead of any tickets requiring escalations Working with client's 3rd party suppliers and vendors when appropriate Adhere to all company policies and procedures Ensuring that all role related KPI's are met Logging, managing, and resolving client IT issues Undertake any other reasonable duties as required to meet the needs of the business.Key Responsibilities Being the first point of contact for all incoming support calls, emails, and sessions - when necessary Being an ...