Job Description
We’re looking for a skilled and customer-focused 2nd Line Support Engineer to join our growing team. This role is key in handling technical issues escalated from 1st Line Support, resolving more complex problems and supporting both our clients and internal teams with expert advice and troubleshooting.
* Manage tickets escalated from 1st Line Support, ensuring timely and thorough resolution
* Troubleshoot and resolve moderately complex issues, including software configuration faults, phone system outages and network disruptions
* Work with vendors and third-party providers to drive issue resolution
* Log accurate and detailed notes, including troubleshooting steps and resolutions
* Spot patterns across incidents and contribute to root cause analysis efforts
* Provide guidance and knowledge-sharing to 1st Line Support to reduce recurring issues
* Support urgent or business-critical escalations, working with 3rd Line Support where necessary
* Offer technical advice to clients on system improvements and optimisation opportunities
Qualifications
Skills & Experience
* Proven experience in a 2nd Line Support or similar technical support role
* Strong troubleshooting skills across a range of systems and networks
* Confident working with VoIP phone systems, Microsoft products and basic networking
* Clear communicator with a methodical and logical approach
* Comfortable dealing with clients directly and explaining technical solutions in simple terms
* Experience with one or more of the following phone systems would be beneficial, with strong knowledge of Wildix considered a particular advantage, though none are essential:
* Wildix
* Zoom
* Five9
* Microsoft Teams
* Webex
* 3CX
* Avaya
Desirable Qualifications (not essential)
* Cisco CCNA (Routing & Switching or Collaboration)
* Microsoft Certifications
* CompTIA Network+ or other telecom-related qualifications
* ITIL® Foundation: ITIL 4
Additional Information
Diversity, Equality & Inclusion at Radius
Our global DEI networks champion LGBTQ+ inclusion, cultural diversity, women’s empowerment and mental health, neurodiversity and disability support.
We also offer:
* Global Female Health Policy & Female Health Champions
* Pregnancy Loss and Fertility Treatment Policies
* Endometriosis Friendly Employer (UK)
* Women-focused gym & female health events
* Mental Health First Aiders
* Disability Confident Committed Employer (Level 1)
* Race at Work Charter signatory
* Proud sponsor of Crewe Pride (4 years running) and Cheshire Pride Awards Corporate Supporter 2025
* Community network driving charity and volunteering initiatives, with 8 consecutive years of participation in the UK Challenge.
* Give as you earn scheme (payroll giving) and match funding
Next Steps
If you feel we are a good match for each other, you can apply online now!
If you’d like to understand more about the role or life at Radius before applying, then please contact our talent team via talent@radius.com
Radius is an equal opportunities employer. We are committed to welcome people regardless of age, disability, gender identity, race, faith or belief, sexual orientation or socioeconomic background.
We are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any adjustments or accommodations at any stage of the process, please let us know, and we will do our best to support you.
We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.