Technical Support Engineer - 2nd Line, Crewe
Client: [Client Name]
Location: Crewe, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference: ba2fa20f09e7
Job Views: 4
Posted: 29.04.2025
Expiry Date: 13.06.2025
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.
Key Responsibilities
* 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 optimization opportunities
Skills & Experience
* Proven experience in a 2nd Line Support or similar technical support role
* Strong troubleshooting skills across systems and networks
* Confidence working with VoIP phone systems, Microsoft products, and basic networking
* Clear communicator with a methodical and logical approach
* Comfortable dealing directly with clients and explaining technical solutions simply
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
Interested? If you feel we are a good match, apply online now! For more details about the role or life at Radius, contact our talent team via [email protected]
Radius is an equal opportunities employer committed to welcoming people regardless of age, disability, gender identity, race, faith, sexual orientation, or socioeconomic background. We aim to provide an inclusive and accessible recruitment process. Please inform us of any adjustments or accommodations needed.
Note: We reserve the right to close the vacancy early if necessary.
Note to recruitment agencies
We do not accept unsolicited CVs or profiles from recruitment agencies. Any received will be treated as a gift and not eligible for a fee. Agencies should only send CVs via our ATS with prior approval from the Radius Talent Team.
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