2nd Line Support Engineer

Three Sixty Talent; North East; On-site; GBP 30,000 - 50,000; Full time

Job summary

Ein etabliertes Unternehmen sucht einen erfahrenen Second Line Engineer, der eine Schlüsselrolle im IT-Support-Team spielt. Diese spannende Position umfasst die Unterstützung von 1st und 2nd Line Engineers, das Führen von Junior-Kollegen und die Lösung komplexer technischer Probleme. Sie werden die Möglichkeit haben, Ihre Fähigkeiten in einem dynamischen Umfeld weiterzuentwickeln und zahlreiche Karrierewege zu erkunden, einschließlich fortgeschrittener 3rd Line Support-Rollen und Managementpositionen. Wenn Sie leidenschaftlich daran interessiert sind, erstklassigen Kundenservice zu bieten und ein Team zu leiten, ist dies die perfekte Gelegenheit für Sie.

Qualifications

• Mindestens 2 Jahre Erfahrung in einer kundenorientierten IT-Support-Rolle.
• Starke Kenntnisse der Microsoft-Technologie auf Administrator-Ebene.

Responsibilities

• Führung und Mentoring von Junior IT-Support-Technikern zur Förderung ihrer Fähigkeiten.
• Technische Probleme lösen und als Eskalationspunkt für komplexe Anfragen fungieren.

Skills

Kundenservice

Netzwerkkenntnisse (TCP/IP, DNS, DHCP)

Technische Problemlösungsfähigkeiten

Führungskompetenzen

ITIL Prozesskenntnisse

Projektmanagementfähigkeiten

Microsoft-Technologie (Windows Server, Office 365)

Ticket-Systeme

Education

ITIL 4 Foundation Zertifizierung

Tools

Freshservice

Microsoft 365

Azure Entra ID

Azure Virtual Desktop

Endpoint Detection and Response Plattformen (EDR)

Job description

Managed Service Provider IT support would be preferred for this role!

The Second Line Engineer embodies a role characterised by diversity and complexity, encompassing elements of 1st, 2nd, and 3rd Line support. This position fosters the development of a seasoned and reliable professional with exceptional teamwork skills, setting a prime example for newcomers in the Service Desk team.

This senior role serves as a pivotal point for exploring numerous career avenues, including, but not restricted to, advanced 3rd line support, specialised skill development, consulting, sales, or management.

Primary Role Responsibilities

• Technical ability to resolve issues/requests through the Freshservice portal and support 1st & 2nd line engineers and infrastructure.
• Leadership skills, which encompass the capacity to encourage junior peers and set a leading example.
• Document handling skills in writing procedures and work instructions.
• Assisting in Problem Management and Incident Management.

Overview of Tasks and Responsibilities:

• Provide any supporting reports to stakeholders and staff as and when required.
• Provide guidance, mentorship, and training to junior IT support engineers to enhance their technical skills and promote professional growth.
• Act as an escalation point for complex technical issues and assist junior colleagues in troubleshooting and resolving them effectively.
• Lead by example and demonstrate strong leadership qualities by setting high standards for teamwork, problem-solving, and customer service within the 2nd Line team.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles and SLA.
• Arrange for external technical support where problems cannot be resolved in-house.
• Maintain a log of any software or hardware problems detected.
• Take ownership of user problems and be proactive when dealing with user issues.
• Support users in the use of computer equipment as and when needed.
• Maintain IT SaaS infrastructure and security systems.
• Support 1st line engineers when they need to escalate a request or incident.
• Allocate more complex service issues to the 3rd line IT Infrastructure Engineers.
• Knowledge in monitoring/maintaining Endpoint Detection and Response platforms (EDR) (Example: BitDefender, Carbon Black, Sentinel One, CrowdStrike).
• Act as the customer service point of contact between 3rd line and the client.
• Respond to enquiries from clients and help them resolve any hardware or software problems.

Skills & Experience

• Must have worked in a customer-facing IT support role for 2+ years.
• Be familiar with ticket systems, logging, and remote management and monitoring processes.
• Excellent customer service skills.
• Deep working knowledge of the Microsoft stack of technology at administrator level, including Windows Server, Microsoft 365 Admin Centres including Azure Entra ID, Office 365, Compliance, Exchange, etc. Additionally, exposure to Azure Virtual Desktop is desirable.
• Highly technical around networking (TCP/IP, DNS, DHCP etc.), voice, and data communications.
• Demonstrate strong leadership abilities, including the ability to motivate and inspire junior colleagues, delegate tasks effectively, and lead by example.
• Display excellent problem-solving skills and the ability to think critically to resolve technical issues and implement process improvements.
• Possess project management skills, including planning, execution, and monitoring, to manage IT projects effectively.
• Have the ability to address and resolve conflicts within the team, ensuring a harmonious and productive work environment.
• Identify areas for process improvement within the 2nd Line team and work on implementing enhancements to increase efficiency and service quality.
• ITIL process aware and able to create and maintain operational support documentation.

In addition, any of the following would be advantageous:

• Previous experience working for an IT managed services provider (MSP).
• Experience with Microsoft and Google Workspace.
• ITIL 4 Foundation certification.