IT SupportEngineer(2ndLine)
Southampton
This roleprovides technical support across customer environments, acting as an escalation point for issues that cannot be resolved by the Service Desk.
The role focuses primarily on business-as-usual (BAU) support and project delivery, ensuring customer infrastructure and services remain stable, secure and well maintained.
As the organisation also delivers hosted telecoms services, the role may occasionally involve assisting with VoIP-related troubleshooting where network or infrastructure configuration impacts service performance.
Key Duties
Technical Support
* Act as anescalation point for incidents and service requests.
* Diagnose and resolve technical issues escalated by the Service Desk.
* Perform troubleshooting across customer environments to identify and resolve underlying issues.
* Carry out root cause analysis and implement preventative actions where recurring problems are identified.
* Manage escalated support tickets through Connectwise, ensuring accurate documentation and time logging.
* Provide remote and occasional on-site technical support where required.
Project Delivery
1. Partic...