Technical Engineer – 2nd Line

The role will cover responsibility for a variety of IT issues for users, some of which will be straightforward, with some requiring investigation and problem solving.

• Diagnosing and resolving a wide range of IT issues for customers remotely.
• Building, installing, configuring & troubleshooting hardware and software solutions.
• Acting as the escalation point for our 1st line engineers.
• Keeping all backend systems up to date.
• Ensuring that customer information and documentation on our systems is accurate.
• Providing proactive advice on best practice and approaches for our customers.
• Supporting on project delivery work as needed.
• Consistently developing your skills and knowledge.
• Sharing specialist skills and ways of working across the team.
• Achieving response and fix times within our SLAs.
• Occasionally visiting customer sites on an ad-hoc basis as required, for installs or onsite work.

What you’ll be aiming for:

• Consistently positive customer feedback.
• First time fix for issues whenever possible.
• Response times always within SLAs.
• Fix times within SLAs consistently.
• Strong customer relationships.

Experience & skills:

• At least 2 years in a full 2nd Line technical support engineer position, with 5 years+ experience in a technical support role overall.
• In-depth understanding of how to deliver outsourced IT support services to remote users in a variety of businesses.
• Experience with M365 platform – essential.
• Strong working knowledge of Microsoft Office products – essential.

Other skills, knowledge & experience:

• Office 365 – Exchange, SharePoint, Intune – Setup and Deployment
• Server Management
• Active Directory
• Hyper-V Replication
• ADConnect Services

Who you are:

You are an experienced engineer who is customer-focused, motivated, trustworthy, with strong communication skills (both verbal and written).

You are able to work accurately and quickly, as the pace is fast here, with a high level of technical expertise. You will always respond proactively to customers, always look for solutions to problems, and have the ability to manage multiple tasks at once.

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