Overview
We are seeking a skilled and motivated 2nd Line Support Engineer to join our dynamic IT support team. In this role, you will be responsible for providing high-level technical support to our users, ensuring that all issues are resolved efficiently and effectively. You will work closely with both customers and internal teams, utilising your expertise in various technologies to troubleshoot and resolve complex problems. Your strong communication skills and customer service orientation will be essential in delivering an exceptional support experience.
Responsibilities
* Provide 2nd line technical support for incidents escalated from the help desk team.
* Troubleshoot and resolve issues related to computer networking, desktop support, and operating systems including Microsoft Windows Server and macOS.
* Manage user accounts and permissions through Active Directory.
* Assist with software troubleshooting, including applications within Microsoft Office and other enterprise software.
* Configure and maintain VPN connections, firewalls, and LAN setups.
* Conduct analysis of network issues using TCP/IP, DNS, and other protocols.
* Utilise tools such as SCCM for software deployment and management.
* Document all support activities in ticketing systems such as BMC Remedy, ServiceNow, or Jira.
* Collaborate with other IT teams to ensure seamless service delivery.
* Maintain a high level of customer service while communicating technical information clearly.
Requirements
* Proven experience in a technical support role with a focus on 2nd line support.
* Strong knowledge of computer networking concepts and desktop support practices.
* Familiarity with Microsoft Windows Server, Active Directory, VPNs, firewalls, TCP/IP protocols, DNS, and LAN configurations.
* Experience with troubleshooting software issues across various operating systems including Windows and Linux.
* Proficiency in using help desk tools such as BMC Remedy or ServiceNow; experience with Jira is a plus.
* Excellent communication skills with the ability to convey technical information to non-technical users effectively.
* Strong analytical skills for diagnosing problems and identifying solutions.
* Customer service-oriented mindset with a commitment to delivering quality support. If you are passionate about technology and enjoy solving complex problems while providing outstanding customer service, we invite you to apply for the position of 2nd Line Support Engineer. Join our team and contribute to creating an efficient IT environment that supports our users' needs.
Job Types: Full-time, Permanent
Pay: £26,406.00 per year
Benefits:
* Company pension
* On-site parking
Work Location: In person